Many new managers feel insecure about their new position, but there are things that you can do to ease your transition into a support center manager role.
Tag(s): supportworld, leadership, support center, workforce enablement
Date Published August 3, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
Date Published July 27, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
Date Published July 20, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
Date Published July 18, 2017 - Last Updated December 6, 2017
Having access to the organization’s ITSM tool on mobile devices is valuable for desktop support teams, who often encounter drive-by requests.
Tag(s): supportworld, service management, mobility, ITSM, IT service management, tools, support center
Date Published July 6, 2017 - Last Updated December 6, 2017
We all have expectations about what our support center staff members do know and what they should know. Sometimes, these expectations are not met.
Tag(s): supportworld, workforce enablement, support center, leadership, hdichat
Date Published July 5, 2017 - Last Updated December 6, 2017
It’s summertime in the northern hemisphere, and many people are taking vacation. That includes people who work in support centers, where staffing levels can be critical.
Tag(s): supportworld, support center, automation, staffing
Date Published June 28, 2017 - Last Updated December 6, 2017
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Tag(s): supportworld, support center, support operations, value-add, business value, costs, tools
Date Published June 22, 2017 - Last Updated December 6, 2017
Learn how one support center made the journey to shift left.
Tag(s): self-service, supportworld, service management, support center, ITSM, workforce enablement
Date Published June 21, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
Date Published June 7, 2017 - Last Updated December 6, 2017