In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Tag(s): hdichat, supportworld, technical support, service desk, people, staffing, workforce enablement
Date Published September 13, 2016 - Last Updated December 15, 2016
Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Tag(s): workforce enablement, supportworld, leadership, employee engagement
Date Published August 31, 2016 - Last Updated December 15, 2016
Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Tag(s): communications skills, leadership, people, performance management, technical support, supportworld
Date Published August 29, 2016 - Last Updated December 15, 2016
What does your posture say to your customers? Does it convey active listening, or is it telling them you've checked out?
Tag(s): supportworld, customer satisfaction, communications skills, customer experience, customer service
Date Published August 26, 2016 - Last Updated December 15, 2016
By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Tag(s): communications skills, collaboration, people, team building, teamwork, supportworld
Date Published August 19, 2016 - Last Updated December 15, 2016
It's time for another round of Tech Support Confessions! In this week's installment, your peers share their frustrations, accomplishments, affirmations, wry observations, critiques, and secret crushes (no, really!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published August 9, 2016 - Last Updated December 15, 2016
It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published August 9, 2016 - Last Updated December 4, 2017
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Tag(s): workforce enablement, leadership, people, performance management, supportworld
Date Published July 29, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Tag(s): supportworld, service quality, relationship, employee satisfaction, customer service, customer experience, culture
Date Published July 20, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Tag(s): hdichat, service quality, quality management, quality assurance, monitoring, supportworld
Date Published July 5, 2016 - Last Updated December 15, 2016