Whereas once customer experience was something IT service and support put on the backest of backburners, the concept has now become front and center in the competitive IT landscape. Doug Rabold has a somewhat heretical suggestion for how to meet that demand.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published May 5, 2021 - Last Updated July 26, 2021
We ask five questions of Roy Atkinson, CEO and Principal Advisor at Clifton Butterfield, LLC. Roy is part of HDI’s Strategic Advisory Board, composed of industry thought leaders, practitioners and solution providers who help us keep close tabs on the customer insights and support center and...
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published May 4, 2021 - Last Updated December 16, 2021
New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Tag(s): supportworld, business continuity, best practice, change management, incident management
Date Published April 20, 2021 - Last Updated July 26, 2021
The pandemic has called into question traditional thinking on workforce management. Here is a case for why that may be a good thing for both employees and businesses. In short, flexible scheduling may help meet the needs of surging customer demand and fill small shifts at odd hours.
Tag(s): supportworld, business of support, employee satisfaction, employee engagement
Date Published April 14, 2021 - Last Updated July 26, 2021
Every change initiative may die a silent death unless it is clearly documented and the process solves the problems your workforce faces. Here is a look at the value of clearly documenting processes, and then checking to make sure that what is written is what is being done.
Tag(s): supportworld, business of support, business alignment, IT service management, IT-business alignment
Date Published April 14, 2021 - Last Updated July 26, 2021
The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a hands-on approach for troubleshooting potential issues that customers may have experienced, with examples of how this approach has been implemented.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
Date Published April 6, 2021 - Last Updated December 16, 2021
Too often sales and service were siloed from each other, but that should change, says one analyst. Ivan Moore argues that we need to adapt to be more agile, and train service teams to help cross-sell after fulfilling a customer service request.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
Date Published April 5, 2021 - Last Updated July 26, 2021
Cybercriminals are targeting small- and mid-sized businesses more often than in the past. Don’t get caught flat-footed - scope out your vulnerabilities and decide on a plan of action before trouble hits to protect your bottom line and your business’ reputation.
Tag(s): supportworld, technical support, swot analysis, shadow-it, service strategy, security management, root cause analysis, problem solving and troubleshooting
Date Published March 31, 2021 - Last Updated July 26, 2021