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
Tag(s): supportworld, support models, technology
Date Published October 1, 2019 - Last Updated February 20, 2024
Tag(s): supportworld, support models, technology
Date Published October 1, 2019 - Last Updated February 20, 2024
Now is a great time to take a good, hard look at your support strategy and consider a mobile-first approach.
Tag(s): supportworld, support center, customer experience, desktop support, mobile device support
Date Published September 24, 2019 - Last Updated December 17, 2019
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience, service management
Date Published September 23, 2019 - Last Updated December 17, 2019
For every service desk ticket you receive, there is a story that represents the customer journey.
Tag(s): supportworld, customer experience, service desk, support center
Date Published September 19, 2019 - Last Updated December 17, 2019