A cautionary tale of what happens when leadership forgets to plan for how new technology might fit into an operational plan.
Tag(s): supportworld, performance management, technical support as a business
Date Published June 21, 2022 - Last Updated January 20, 2023
IT service providers must use templates to keep up with communication, but that doesn’t mean the interaction has to sound wooden. Here’s how to breathe life in these interactions.
Tag(s): supportworld, best practice, customer experience
Date Published June 20, 2022 - Last Updated January 20, 2023
It’s a job-seeker’s market right now, and that means that organizations have to be intentional in how they create an engaging work environment and how they seek out the best candidates.
Tag(s): supportworld, culture, employee engagement
Date Published June 15, 2022 - Last Updated January 20, 2023
Federal officials are attempting different methods to incentivize companies and organizations to disclose cyber-intrusions.
Tag(s): supportworld, best practice, reporting
Date Published June 14, 2022 - Last Updated January 20, 2023
A strong IoT management strategy includes having the right skills and training in-house to leverage existing capabilities and services with the technology required for managing those assets.
Tag(s): supportworld, best practice, reporting
Date Published June 13, 2022 - Last Updated January 20, 2023
Too often, organizations are hiring with pre-pandemic processes. It’s time to examine whether you are hiring applicants or candidates.
Tag(s): supportworld, community, best practice
Date Published June 7, 2022 - Last Updated January 20, 2023
Best of HDI in 2022 - #6: It’s bad when an employee falls for a phishing email; it’s worse if they hide it. Here’s how to help your organization's employees feel like partners in cybersecurity.
Tag(s): supportworld, communications skills, customer service
Date Published June 6, 2022 - Last Updated April 18, 2024
The priorities of other departments may not always align with IT’s big picture, but keeping stakeholders happy is worth the effort.
Tag(s): supportworld, communications skills, customer service
Date Published May 31, 2022 - Last Updated January 20, 2023
Here is a brief overview of the strategic value of this organized and holistic approach to ensuring how to track what produces value for your organization.
Tag(s): supportworld, support models, technology
Date Published May 25, 2022 - Last Updated January 20, 2023
IT service involves on-the-fly interactions, so training should include opportunities to practice these improvisational interactions.
Tag(s): supportworld, communications skills, customer service
Date Published May 24, 2022 - Last Updated January 20, 2023