Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Tag(s): supportworld, metrics and measurements, customer satisfaction, customer experience
Date Published April 16, 2019 - Last Updated December 17, 2019
Routinely identifying and challenging your assumptions can be a powerful tool in customer experience.
Tag(s): supportworld, customer experience, customer service, customer satisfaction
Date Published April 11, 2019 - Last Updated December 17, 2019
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
Date Published April 10, 2019 - Last Updated December 17, 2019
How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
Date Published March 19, 2019 - Last Updated December 17, 2019
IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
Date Published March 6, 2019 - Last Updated December 17, 2019
Customer experience is the result of everything that happened during the caller’s engagement with IT.
Tag(s): supportworld, customer service, customer experience, support center
Date Published February 13, 2019 - Last Updated December 17, 2019
HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
Date Published February 11, 2019 - Last Updated December 17, 2019
HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
Date Published February 8, 2019 - Last Updated December 17, 2019
With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Tag(s): supportworld, metrics and measurements, service desk, business of support, business value
Date Published February 5, 2019 - Last Updated December 17, 2019
Deborah Monroe shares insights on how to become more strategic and less reactive in interpersonal interactions.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, customer experience, customer satisfaction, people
Date Published January 31, 2019 - Last Updated December 17, 2019