Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
Date Published August 14, 2018 - Last Updated December 13, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
Date Published August 9, 2018 - Last Updated December 13, 2018
When you re-focus customer service to play a strategic role in the larger customer experience, the benefits to both are tremendous.
Tag(s): supportworld, customer experience, customer service
Date Published August 1, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Tag(s): supportworld, support center, service management, self-service, service catalog, knowledge management
Date Published July 31, 2018 - Last Updated December 13, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Tag(s): supportworld, service management, business value
Date Published July 25, 2018 - Last Updated December 13, 2018
How to design service portals and service catalogs so people will use them.
Tag(s): supportworld, customer experience, service catalog
Date Published July 24, 2018 - Last Updated December 13, 2018
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, culture
Date Published July 17, 2018 - Last Updated December 13, 2018
Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Tag(s): supportworld, service management, service design, self-service
Date Published July 3, 2018 - Last Updated December 13, 2018
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
Date Published June 27, 2018 - Last Updated December 13, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
Date Published June 12, 2018 - Last Updated December 13, 2018