Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Tag(s): focus series, supportworld, support center, business value, business alignment
Date Published December 1, 2016 - Last Updated October 31, 2016
Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Tag(s): focus series, supportworld, business value, service management, ITSM, IT service management, IT-business alignment
Date Published December 1, 2016 - Last Updated April 19, 2019
One of the top reasons people leave an organization is because of personality differences. But there are two easy barometers you can use to adapt to others and communicate more successfully.
Tag(s): communications skills, employee satisfaction, people, support center, supportworld, workforce enablement
Date Published December 1, 2016 - Last Updated September 8, 2017
The coming of automation in the support center will be an evolution, and you should be thinking of ways this technology can assist you and your team.
Tag(s): automation, future of support, technology, support center, supportworld, service desk technology
Date Published November 30, 2016 - Last Updated April 19, 2019
Often, the only interaction end users have with IT is through a phone call to the support center. How the analyst handles the telephone call will often make or break the customer experience.
Tag(s): customer experience, customer service, training, supportworld
Date Published November 29, 2016 - Last Updated April 19, 2019
HDI often gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair question, but it’s not the right question.
Tag(s): support operations, supportworld, staffing, toolbox, workforce enablement, support center
Date Published November 22, 2016 - Last Updated April 19, 2019
Networking means more than exchanging business cards or adding people to your LinkedIn network. For a rewarding networking experience, bring your questions, share your knowledge, and follow up.
Tag(s): supportworld, support center, self-improvement, professional development, hdi conference
Date Published November 21, 2016 - Last Updated April 19, 2019
Excellence in five areas of customer service can contribute greatly to the effectiveness of service management, which is expanding beyond the world of IT.
Tag(s): supportworld, shadow-it, customer experience, customer satisfaction, customer service, self-service, service desk, service quality, cloud computing
Date Published November 17, 2016 - Last Updated April 19, 2019
In IT, following the process will reduce the mean time to resolve incidents, which in turn restores services to normalcy in a timely manner.
Tag(s): best practice, escalation, incident management, IT service management, ITSM, process, service desk, support center, supportworld
Date Published November 16, 2016 - Last Updated April 19, 2019
Not all technical support organizations measure employee satisfaction,but the news is mostly good in those organizations that do measure.
Tag(s): supportworld, support operations, employee satisfaction, people, industry report, research
Date Published November 15, 2016 - Last Updated April 19, 2019