When a leader’s work life and home life collided during the pandemic, she realizes that her parental skills and her managerial skills often overlap. Here’s what she learned from the experience after a year leading from the home office.
Tag(s): supportworld, culture
Date Published May 3, 2021 - Last Updated July 26, 2021
New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
Recently, Michael Hanson has been sharing his wisdom of the best practices to help continual process improvement be successful. In this article, he details SIPOC (+CM), Pareto sheets, decision matrices, and Failure Mode Effects Analysis, giving a good overview of each.
Tag(s): supportworld, culture, continual service improvement
Date Published April 26, 2021 - Last Updated December 16, 2021
As the remote workforce expands exponentially, many workers are doing critical day-to-day work on their mobile phones. This creates a new weak point that can be exploited for cyberattack. Here are some of the biggest threats your business may face.
Tag(s): supportworld, business continuity, cloud computing, internet of things, knowledge management, security management
Date Published April 21, 2021 - Last Updated December 16, 2021
One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Tag(s): supportworld, business continuity, best practice, change management, incident management
Date Published April 20, 2021 - Last Updated July 26, 2021
The pandemic has called into question traditional thinking on workforce management. Here is a case for why that may be a good thing for both employees and businesses. In short, flexible scheduling may help meet the needs of surging customer demand and fill small shifts at odd hours.
Tag(s): supportworld, business of support, employee satisfaction, employee engagement
Date Published April 14, 2021 - Last Updated July 26, 2021
Here is an argument for creating a model of advancement that favors advancing the skills of the generalist over that of creating a specialist class. This approach, if implemented correctly, can help boost team morale and smooth out the processes around customer interactions.
Tag(s): supportworld, coaching, collaboration, communications skills, diversity, employee engagement, employee satisfaction
Date Published March 29, 2021 - Last Updated July 26, 2021
Every organization needs an IT department, but many smaller orgs can’t afford the cost of the staffing necessary to meet IT needs. Some organizations are employing on-demand, outside help to augment their internal IT needs. Here is a look at the possible advantages of this approach.
Tag(s): supportworld, business value, collaboration, cloud computing, remote support tools, rightsourcing, support industry
Date Published March 23, 2021 - Last Updated December 16, 2021
A shift to team leader requires a new skill set that many people must develop with on-the-job practice. Here are actions to take daily to help develop success in your direct reports, and show that you have what it takes to move up the managerial ladder.
Tag(s): supportworld, culture, communications skills, employee engagement
Date Published March 22, 2021 - Last Updated March 12, 2021