Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Tag(s): focus series, supportworld, technical support, support center, customer experience, customer satisfaction, customer service
Date Published September 30, 2016 - Last Updated April 19, 2019
Ready for more Tech Support Confessions? I thought so! In this week's installment, your peers share their observations about great leaders and challenging coworkers, job stress and career frustration, and communication and chicken wings (together, at last!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published September 29, 2016 - Last Updated December 15, 2016
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Tag(s): collaboration, communications technology, crowdsourcing, knowledge management, KM, ITSM, service desk, service management, supportworld
Date Published September 28, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their ongoing and upcoming Windows 10 rollouts.
Tag(s): hdichat, supportworld, technical support, technology
Date Published September 27, 2016 - Last Updated December 15, 2016
Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Tag(s): focus series, supportworld, support center, best practice, change management, COBIT, devops, framework and methodologies, ITIL, ITSM, KCS
Date Published September 26, 2016 - Last Updated December 15, 2016
Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Tag(s): customer service, security management, support center, supportworld, training
Date Published September 21, 2016 - Last Updated December 15, 2016
Automation could potentially move more of the repetitive work out of Level 1 and allow tech support analysts to take on more complex tickets.
Tag(s): workforce enablement, supportworld, support models, self-service, automation
Date Published September 15, 2016 - Last Updated December 15, 2016
Problem management doesn’t have to be complicated, and there is no wrong way of doing it, as long as it functions well and provides for the outcomes expected.
Tag(s): problem management, process management, service management, supportworld
Date Published September 14, 2016 - Last Updated December 1, 2017
In last week's #HDIchat, participants discussed the role of the service desk in information security.
Tag(s): hdichat, supportworld, technical support, security management, service desk
Date Published September 13, 2016 - Last Updated December 15, 2016
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