Taking teams from fractured to functional is essential to an organization’s ability to achieve stated goals and meet the expectations of its stakeholders.
Tag(s): supportworld, workforce enablement, workforce enablement, team building
Date Published September 29, 2017 - Last Updated December 6, 2017
For success in Enterprise Service Management, IT must understand that other business units have their own vocabularies and many IT terms mean something different.
Tag(s): supportworld, ITIL, service management
Date Published September 27, 2017 - Last Updated December 6, 2017
AI and automation allow IT departments to create better customer-supporting solutions.
Tag(s): supportworld, automation, service desk, service management
Date Published September 26, 2017 - Last Updated June 15, 2018
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Tag(s): supportworld, technical support, service desk, self-service, self-service tools, support center
Date Published September 25, 2017 - Last Updated December 6, 2017
Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Tag(s): supportworld, service management, ITSM, workforce enablement, technology, process
Date Published September 22, 2017 - Last Updated December 6, 2017
Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Tag(s): supportworld, leadership, community, ITSM, service management, technical support
Date Published September 19, 2017 - Last Updated December 6, 2017
Before buying your service management expertise, the other business units will want to look around to see what kind of condition IT is in.
Tag(s): supportworld, service management
Date Published September 19, 2017 - Last Updated December 6, 2017
Multilingual support is a growing priority for enterprise service desks.
Tag(s): supportworld, technology, support center
Date Published September 14, 2017 - Last Updated January 21, 2020
With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Tag(s): business continuity, disaster recovery, support operations, technical support, supportworld, coronavirus
Date Published September 14, 2017 - Last Updated March 23, 2020
Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
Date Published September 13, 2017 - Last Updated December 6, 2017