In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
Tag(s): hdichat, supportworld, technical support, service management, professional development
Date Published August 30, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants considered whether they've been operating their service desks with the customer experience in mind.
Tag(s): hdichat, supportworld, support center, service desk, customer experience
Date Published August 30, 2016 - Last Updated December 15, 2016
Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Tag(s): communications skills, leadership, people, performance management, technical support, supportworld
Date Published August 29, 2016 - Last Updated December 15, 2016
What does your posture say to your customers? Does it convey active listening, or is it telling them you've checked out?
Tag(s): supportworld, customer satisfaction, communications skills, customer experience, customer service
Date Published August 26, 2016 - Last Updated December 15, 2016
In the quest to lower costs, it common to talk about deflecting phone calls to less expensive tech support channels such as self-service, chat, web forms, and email.
Tag(s): customer experience, customer service, support channels, supportworld, technical support
Date Published August 25, 2016 - Last Updated December 15, 2016
The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Tag(s): automation, business value, communications technology, customer experience, customer service, supportworld
Date Published August 24, 2016 - Last Updated February 1, 2017
By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Tag(s): communications skills, collaboration, people, team building, teamwork, supportworld
Date Published August 19, 2016 - Last Updated December 15, 2016
While many ITSM or ticketing tools do track elapsed time since the ticket was opened, they are not intended to track analyst or technician travel time.
Tag(s): costs, desktop support, remote support tools, supportworld, technical support
Date Published August 18, 2016 - Last Updated December 15, 2016
The C in FCR used to stand for first call resolution. Then along came other channels for technical support.
Tag(s): metrics and measurements, supportworld, first call resolution, multichannel support
Date Published August 11, 2016 - Last Updated December 15, 2016
It's time for another round of Tech Support Confessions! In this week's installment, your peers share their frustrations, accomplishments, affirmations, wry observations, critiques, and secret crushes (no, really!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published August 9, 2016 - Last Updated December 15, 2016