Email is still an important channel for support centers, and good written communication is not to be taken for granted.
Tag(s): workforce enablement, supportworld, customer experience, service quality
Date Published April 27, 2017 - Last Updated December 6, 2017
Learn why changing our data source from cases to articles moves us from reactive to proactive problem management for tech support.
Tag(s): supportworld, service management, problem management, knowledge management, KM
Date Published April 20, 2017 - Last Updated December 6, 2017
You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Tag(s): supportworld, service management, ITSM, ITIL, problem management, knowledge management
Date Published April 12, 2017 - Last Updated December 6, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Tag(s): supportworld, support center, technology, future of support, cloud, security management
Date Published April 11, 2017 - Last Updated December 6, 2017
Consider whether reporting against knowledge article usage, as evidenced by linking articles to incidents, is a better way to prioritize incident types for problem management.
Tag(s): supportworld, problem management, knowledge management, ITIL, ITSM, service management
Date Published April 6, 2017 - Last Updated December 6, 2017
There is hope for problem management to be proactive by marrying problem management with knowledge management/knowledge sharing practices.
Tag(s): supportworld, service management, problem management, knowledge management, ITSM
Date Published March 30, 2017 - Last Updated December 6, 2017
Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Tag(s): supportworld, problem management, service management, support center, hdichat
Date Published March 27, 2017 - Last Updated April 19, 2019
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Tag(s): supportworld, service management, support center, training, business value
Date Published March 23, 2017 - Last Updated December 6, 2017
SLAs establish a minimum level of service a tech support organization will provide to customers.
Tag(s): supportworld, SLA, service level agreement, service management, support center
Date Published March 22, 2017 - Last Updated December 6, 2017
Coaching is a critical strategy for the implementation and ongoing health of the knowledge base.
Tag(s): supportworld, workforce enablement, service management, KCS, knowledge management, coaching
Date Published March 15, 2017 - Last Updated August 15, 2018