Learn how one service desk used a cyber literacy campaign to drive down the number of compromised accounts in their organization.
Tag(s): supportworld, security management, desktop support, support center
Date Published February 6, 2019 - Last Updated December 17, 2019
With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Tag(s): supportworld, metrics and measurements, service desk, business of support, business value
Date Published February 5, 2019 - Last Updated December 17, 2019
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support
Date Published January 25, 2019 - Last Updated December 17, 2019
The typical channel mix for service desks is evolving, potentially reducing costs for your organization.
Tag(s): supportworld, metrics and measurements, support channels, support center
Date Published January 24, 2019 - Last Updated December 17, 2019
Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
Tag(s): supportworld, support center, service management, training, workforce enablement, community, podcast
Date Published January 23, 2019 - Last Updated December 17, 2019
To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
Date Published January 14, 2019 - Last Updated December 17, 2019
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
Date Published January 4, 2019 - Last Updated December 17, 2019
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
Date Published January 3, 2019 - Last Updated December 17, 2019
Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
Date Published December 26, 2018 - Last Updated April 3, 2019
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
Date Published December 19, 2018 - Last Updated December 19, 2018