Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
Date Published September 18, 2018 - Last Updated February 11, 2019
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Tag(s): supportworld, workforce enablement, workforce enablement, customer experience
Date Published September 13, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for service desk staffing during peaks in demand.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, FAQ
Date Published September 6, 2018 - Last Updated December 13, 2018
Focus on these five key areas to help you fulfill your support center’s vision.
Tag(s): supportworld, support center, leadership, business alignment
Date Published August 16, 2018 - Last Updated December 13, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
Date Published August 9, 2018 - Last Updated December 13, 2018
Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.
Tag(s): supportworld, support center, service management, workforce enablement, knowledge management, KCS
Date Published July 26, 2018 - Last Updated December 13, 2018
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, culture
Date Published July 17, 2018 - Last Updated December 13, 2018
If individuals are in the wrong roles or have moved past their usefulness in a role, the processes and procedures we have so carefully aligned can fail.
Tag(s): supportworld, workforce enablement, workforce enablement, people
Date Published July 10, 2018 - Last Updated December 13, 2018
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
Date Published June 27, 2018 - Last Updated December 13, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
Date Published June 20, 2018 - Last Updated December 13, 2018