Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Tag(s): case study, outsourcing, service level agreement, service providers, service desk, technical support, supportworld
Date Published July 3, 2016 - Last Updated December 15, 2016
Employee satisfaction and customer satisfaction go hand in hand; raising employee satisfaction winds up raising both. Raising salaries alone won’t do that; it takes more of a focus on learning and opportunities to improve relationships within teams and with management. Interpersonal and...
Tag(s): focus series, people, staffing, workforce enablement, supportworld
Date Published July 1, 2016 - Last Updated October 22, 2019
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Tag(s): supportworld, support operations, staffing, IT service management, case study, business value
Date Published June 27, 2016 - Last Updated July 19, 2018
Gamification is about motivating people to accomplish high-value actions. It is one of many techniques you can use in your overall employee engagement strategy.
Tag(s): employee engagement, gamification, motivation, people, support center, team building
Date Published June 15, 2016 - Last Updated October 5, 2016
Leadership exists in many different forms in the service desk, and it is not exclusive to management. Good leaders identify the ways to unite diverse personalities.
Tag(s): workforce enablement, service desk, leadership, supportworld
Date Published June 14, 2016 - Last Updated December 15, 2016
The roles of leader, mentor, and coach are not necessarily interchangeable. It’s important to learn when to step into each role.
Tag(s): coaching, human resources, leadership, people
Date Published June 1, 2016 - Last Updated June 7, 2016
Outsourcing, automation, and technology are forcing technical support teams to adapt the way they work. Developing right-brain skills might just be the answer.
Tag(s): culture, future of support, human resources, people, problem solving and troubleshooting, support center, supportworld
Date Published May 31, 2016 - Last Updated December 1, 2017
Play is not the opposite of work. In fact, the world of games may actually be a valuable boot camp for the future of business.
Tag(s): gamification, hdi conference, people, practices and processes
Date Published February 5, 2016 - Last Updated October 5, 2016
Gamification strategies can play an important role to drive brand allegiance, customer loyalty, employee productivity, and even organizational alignment. Here are three factors to consider before introducing gamification to your environment.
Tag(s): gamification, hdi conference, people, practices and processes
Date Published February 4, 2016 - Last Updated October 5, 2016
Each of us possesses unique talents that, when developed, can be true super powers. Successful organizations identify those talents and encourage individuals to play to their strengths.
Tag(s): hdi conference, human resources, people, performance management, workforce enablement, workforce enablement
Date Published February 3, 2016 - Last Updated October 5, 2016