The lifeblood of every business is its employees. Given this critical fact, you may assume every business has a detailed plan and solid processes in place to ensure employees are engaged. Unfortunately, this is generally not the case. Many companies continue to assume that if they build a good...
Tag(s): white paper, staffing, people, human resources, workforce enablement, team building
Date Published April 29, 2015 - Last Updated April 30, 2015
Whether we want to admit it or not, the service and support industry might be the most schizophrenic industry on the planet today! It seems one minute we're in the back office providing service and support behind the scenes to end users and customers, and the next minute we're moved to the front...
Tag(s): white paper, virtual support tools, virtual work, technology, workforce enablement, service desk technology
Date Published April 29, 2015 - Last Updated April 30, 2015
Measurements in support center operations can be useful for identifying required resources for staffing, determining schedules, calculating return on investment, measuring agent and support center performance, justifying needed changes, and understanding organizational productivity. The approach...
Tag(s): white paper, metrics and measurements, process, people, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
What would you do if you had to develop and deliver personalized training to 900,000 employees, located in 34,000 different locations globally, with a complex set of variables that changed training on a location-by-location basis? The key is Reusability 2.0. While technology-delivered training...
Tag(s): white paper, training, human resources
Date Published April 29, 2015 - Last Updated April 30, 2015
Setting up a performance management system can deliver tremendous results. We’ve seen it deliver hundreds of millions of dollars in value in months. Today it has become an important tool in building an organizational culture of choice, and delivering great results.
Tag(s): white paper, performance management, people, human resources, metrics and measurements, workforce enablement
Date Published April 29, 2015 - Last Updated January 14, 2016
In a bilingual virtual support model, the support team would be comprised of remote agents, or virtual support professionals, with the capacity to handle multilingual customer interactions. The deployed model of support would leverage existing VoIP technology, as well as the incident management...
Tag(s): white paper, communications skills, virtual support tools, service desk technology, people, diversity, international, communications technology, culture
Date Published April 29, 2015 - Last Updated April 29, 2015
The IT job market is heating up and top talent is becoming scarce. It’s essential that you start defining strategies for acquiring employees who will propel your company forward—or run the risk of losing out to the competition for the most qualified technical and business-minded people.
Tag(s): white paper, people, human resources, workforce enablement, culture
Date Published April 29, 2015 - Last Updated April 29, 2015
An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help...
Tag(s): white paper, process, leadership, customer satisfaction, customer service, service quality, best practice, people
Date Published April 29, 2015 - Last Updated January 14, 2016
Are you on a path to become an ITIL v3 Expert? You're not alone. Many consultants, practitioners, and job seekers see this certification as a means of improving their work and IT opportunities. How can you successfully prepare yourself for the long and arduous road to certification? Follow these...
Tag(s): white paper, ITIL, framework, process, training, culture, people, framework and methodologies
Date Published April 29, 2015 - Last Updated April 30, 2015
Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality...
Tag(s): white paper, customer satisfaction, customer service, business of support, process, service quality, best practice, culture
Date Published April 29, 2015 - Last Updated April 30, 2015