Many organizations treat the service desk very much like a collection of bots.
Tag(s): supportworld, workforce enablement, technology, automation, support center, service desk
Date Published November 21, 2019 - Last Updated December 17, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
Date Published November 19, 2019 - Last Updated December 17, 2019
Make your self-service portal something customers actually want to use.
Tag(s): supportworld, support center, customer service, customer experience, self-service
Date Published November 13, 2019 - Last Updated December 17, 2019
The key to support in this era of digital transformation is being able to help customers wherever they are, on any device and from any location.
Tag(s): supportworld, service desk, support center, customer experience, customer service
Date Published November 6, 2019 - Last Updated December 17, 2019
How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
Date Published October 30, 2019 - Last Updated December 17, 2019
The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
Date Published October 28, 2019 - Last Updated December 17, 2019
Use student workers to augment your tech support staff and better serve your customers.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service desk, customer experience, customer service
Date Published October 23, 2019 - Last Updated December 17, 2019
Roy Atkinson talks with Barclay Rae about the evolving role of IT, digital transformation, and related topics.
Tag(s): supportworld, podcast, service management, business value, technology
Date Published October 17, 2019 - Last Updated December 17, 2019
Today’s tech support professional needs to focus less on script-based support and more on monitoring, connectivity, and security.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, service desk, future of support
Date Published October 9, 2019 - Last Updated December 17, 2019
Carlos Casanova delves into how to apply a systems approach to conquer the challenges of implementing a CMDB.
Tag(s): supportworld, service management, service desk, configuration management
Date Published October 8, 2019 - Last Updated December 17, 2019