Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Tag(s): supportworld, metrics and measurements, workforce enablement, workforce enablement
Date Published September 25, 2019 - Last Updated December 17, 2019
Use these strategies to keep your team working together and moving toward a common goal.
Tag(s): supportworld, leadership, workforce enablement, workforce enablement, team building, teamwork
Date Published September 17, 2019 - Last Updated December 17, 2019
Learn the first steps to creating a strategy that is simple, relevant, and achievable and that keeps up with the pace of change in today's business environments.
Tag(s): supportworld, service management, business value, leadership, support center
Date Published September 6, 2019 - Last Updated December 17, 2019
When employees get quiet and shut down, it is because they do not have a safe place to speak out, and that is on the manager.
Tag(s): supportworld, workforce enablement, workforce enablement, people, leadership
Date Published September 5, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Leslie O’Flahavan, professional writing trainer and coach, about the importance of clear language.
Tag(s): supportworld, workforce enablement, workforce enablement, customer service, customer experience
Date Published August 27, 2019 - Last Updated December 17, 2019
Knowledge management for the purpose of team building can help a leader build better relationships with their teams.
Tag(s): supportworld, team building, leadership, knowledge management, workforce enablement, workforce enablement
Date Published August 20, 2019 - Last Updated December 17, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
Date Published August 15, 2019 - Last Updated August 15, 2019
If we stop referring to writing skills with the empty word “soft,” we can recognize how important they are to providing great service and support.
Tag(s): supportworld, customer satisfaction, workforce enablement, workforce enablement
Date Published August 15, 2019 - Last Updated December 17, 2019
On the service desk, you can take deliberate steps to get your team focused on the mission and passionate about the business.
Tag(s): workforce enablement, supportworld, support center, teamwork, team building, leadership
Date Published July 25, 2019 - Last Updated December 17, 2019
Conquering burnout on the service desk can be as simple as changing your perspective.
Tag(s): supportworld, workforce enablement, workforce enablement, people
Date Published July 4, 2019 - Last Updated December 17, 2019