In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Date Published September 13, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed the role of the service desk in information security.
Date Published September 13, 2016 - Last Updated December 15, 2016
If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Date Published September 12, 2016 - Last Updated December 15, 2016
Learn what John Deere did to engineer a lean service management structure and quality improvement roadmap designed to make the organization easier to do business with.
Date Published September 8, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Date Published September 7, 2016 - Last Updated December 15, 2016
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Date Published August 31, 2016 - Last Updated December 15, 2016
Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Date Published August 31, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
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.
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.
Date Published August 29, 2016 - Last Updated December 15, 2016