Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
Date Published December 6, 2021 - Last Updated January 20, 2023
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 6, 2021 - Last Updated January 20, 2023
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discuss how to do a thoughtful analysis to determine the best path forward for implementing shift-left strategies within your IT department.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 6, 2021 - Last Updated January 20, 2023
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated January 20, 2023
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated December 16, 2021
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Tag(s): supportworld, culture, customer experience, best practice
Date Published December 2, 2021 - Last Updated December 16, 2021
Higher education is among the most dynamic...
Tag(s): webinars, supportworld, business value, IT service management, ITSM, infrastructure management
Date Published December 2, 2021 - Last Updated January 6, 2023
Tag(s): webinars, supportworld, change management, continual service improvement, IT service management, ITSM, service management, technology
Date Published December 2, 2021 - Last Updated January 6, 2023
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taking the hard stances to best support a team or a company. Here’s why he thinks courage might be the most important trait in this industry.
Tag(s): supportworld, culture, change management
Date Published November 22, 2021 - Last Updated January 20, 2023
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers rebel at being questioned. Automated authentication tools may be the rare instance when tech can help avoid a pitfall in interactions with customers.
Tag(s): supportworld, service quality, service management, best practice, security management
Date Published November 19, 2021 - Last Updated January 20, 2023