Millennials desire a flexible work schedule like no generation before. Because of this, hiring and employing Millennials may seem like a challenging task.
Tag(s): employee engagement, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement, supportworld
Date Published October 13, 2015 - Last Updated May 11, 2016
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, supportworld, service level agreement, SLA, performance management
Date Published October 8, 2015 - Last Updated May 11, 2016
Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, supportworld, workforce enablement, workforce enablement
Date Published October 1, 2015 - Last Updated May 11, 2016
Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Tag(s): change management, leadership, performance management, people, productivity, supportworld
Date Published September 8, 2015 - Last Updated May 11, 2016
If you have a job and you give it to someone else, that’s a bad thing. That’s been the traditional view of outsourcing, but there’s a different perspective to consider: Outsourcing is a solution, not the solution.
Tag(s): business of support, future of support, insourcing, outsourcing, rightsourcing, service desk, service providers, sourcing, support models, supportworld
Date Published May 26, 2015 - Last Updated May 11, 2016
IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Tag(s): culture, future of support, support center, supportworld
Date Published May 19, 2015 - Last Updated May 11, 2016
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Tag(s): process management, process, service management, process-improvement, customer experience, customer satisfaction, employee engagement, employee satisfaction, supportworld
Date Published May 7, 2015 - Last Updated May 11, 2016
Today’s businesses often include branch employees, teleworkers, and on-the-go workforces that communicate using a variety of mobile devices. This paper explores the challenges for corporate help desks and IT departments trying to support this growing number of end users who work beyond the...
Tag(s): white paper, virtual work, mobility
Date Published April 30, 2015 - Last Updated April 30, 2015
The adoption of trending technologies—including cloud solutions, resource optimization, and workforce mobility—is essential to ensuring any modern enterprise remains competitive, profitable, agile and successful in meeting organizational goals. Process and technology changes,...
Tag(s): white paper, virtual work, virtual support tools, virtual desktop infrastructure - VDI, VDI, mobility
Date Published April 30, 2015 - Last Updated April 30, 2015
There are lots of variables and issues to address when deployment a performance management system across a small or large business. There are two questions that are critical to your success, regardless of the size or nature of your business.
Tag(s): white paper, technology, metrics and measurements, performance management
Date Published April 29, 2015 - Last Updated January 14, 2016