Workforce managers often fall into the trap of documenting and managing the skills needed for today’s operational needs, not projecting the skills needed for innovation.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, ITSM, support center
Date Published February 1, 2018 - Last Updated December 13, 2018
We are all unique. Not everyone leads the same way. Confidence comes from using leadership techniques that are natural to you.
Tag(s): workforce enablement, workforce enablement, supportworld, leadership
Date Published January 24, 2018 - Last Updated December 13, 2018
Adopt these ITIL guiding principles for service management to increase value for your customers.
Tag(s): supportworld, service management, ITIL, ITSM, leadership
Date Published January 23, 2018 - Last Updated December 13, 2018
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
Date Published January 19, 2018 - Last Updated January 23, 2019
Mike Hanson shares tactics and leadership lessons gained from evolving the desktop support model to a more scalable approach.
Tag(s): supportworld, support center, desktop support, culture
Date Published January 16, 2018 - Last Updated December 13, 2018
Learn how knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve.
Tag(s): supportworld, service management, support center, knowledge management, KCS, workforce enablement, workforce enablement
Date Published January 11, 2018 - Last Updated December 13, 2018
Conducting an employee engagement survey for your service desk is a good start. The next step is to deliver value based on the results.
Tag(s): supportworld, workforce enablement, workforce enablement, employee engagement
Date Published January 4, 2018 - Last Updated December 13, 2018
Technical support is not going away anytime soon…
Tag(s): supportworld, support center, technical support, automation, staffing
Date Published December 28, 2017 - Last Updated December 20, 2017
Have you experienced a well-run service desk team being thrown into chaos after an organizational change? Follow these 4 steps to rebuild trust and teamwork.
Tag(s): supportworld, support center, service desk, workforce enablement, workforce enablement, teamwork, team building
Date Published December 6, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Tag(s): supportworld, people, organizational change management, service management, change management, technology
Date Published November 22, 2017 - Last Updated August 9, 2018