Multitasking is not helping us do more. It is actually causing us to do less.
Tag(s): supportworld, workforce enablement, leadership
Date Published May 21, 2020 - Last Updated December 10, 2020
Consider these technology and management factors to help you build resiliency for your service and support organization.
Tag(s): supportworld, coronavirus, technology, process, workforce enablement, service management
Date Published May 20, 2020 - Last Updated December 10, 2020
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, customer service, metrics and measurements
Date Published May 19, 2020 - Last Updated December 10, 2020
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
Date Published May 14, 2020 - Last Updated December 10, 2020
Crises and remote work have created the need for greater thoughtfulness, transparency, and communication from service and support leaders.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, customer experience, coronavirus
Date Published May 13, 2020 - Last Updated December 10, 2020
Soft skills typically refer to emotional intelligence characteristics that, in the past, we could not measure.
Tag(s): supportworld, workforce enablement, workforce enablement, people
Date Published May 7, 2020 - Last Updated December 10, 2020
The path to success often isn’t a straight line. Driving change and continuous improvement often necessitates an iterative approach.
Tag(s): supportworld, service management, technical support, continual service improvement
Date Published May 6, 2020 - Last Updated December 10, 2020
Customer experience for a service desk is more important than ever, because being able to serve and retain customers is more challenging than ever.
Tag(s): supportworld, customer experience, customer satisfaction, coronavirus
Date Published May 5, 2020 - Last Updated December 10, 2020
Doug Tedder collected crowdsourced advice you can adopt and adapt to meet your own work-at-home situation.
Tag(s): supportworld, workforce enablement, workforce enablement, people, coronavirus
Date Published April 30, 2020 - Last Updated December 10, 2020
Claire Agutter shares her thoughts on the effect of current conditions (COVID-19) on e-learning, the status of women in tech, ITIL 4, VeriSM, and the future of IT.
Tag(s): supportworld, service management, podcast, ITIL
Date Published April 23, 2020 - Last Updated December 10, 2020