Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Tag(s): workforce enablement, workforce enablement, support center, supportworld, training
Date Published June 19, 2018 - Last Updated December 13, 2018
Leverage techniques borrowed from tactical military operations to reduce knowledge hoarding and increase knowledge sharing.
Tag(s): supportworld, knowledge management, KCS, service management, workforce enablement, workforce enablement
Date Published June 6, 2018 - Last Updated December 13, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
Date Published May 16, 2018 - Last Updated December 13, 2018
Every company has a culture. The question is, is your company’s culture worth catching?
Tag(s): supportworld, workforce enablement, workforce enablement, team building, teamwork, leadership
Date Published May 10, 2018 - Last Updated December 13, 2018
To create a successful knowledge management program, support staff need to understand the purpose.
Tag(s): supportworld, people, knowledge management, workforce enablement, workforce enablement
Date Published May 3, 2018 - Last Updated December 13, 2018
If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Tag(s): supportworld, workforce enablement, workforce enablement, professional development, project management
Date Published May 2, 2018 - Last Updated December 13, 2018
Studies confirm that gratitude—both given and received—has a positive effect on productivity.
Tag(s): supportworld, workforce enablement, workforce enablement
Date Published April 23, 2018 - Last Updated December 13, 2018
Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Tag(s): supportworld, training, certification, technical support, workforce enablement, workforce enablement
Date Published April 18, 2018 - Last Updated December 13, 2018
A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Tag(s): supportworld, service management, quality management, workforce enablement, workforce enablement, ITIL
Date Published April 3, 2018 - Last Updated December 13, 2018