When Ellie Mae Technical Support adopted KCS, they reduced handle times, improved self-service options, and increased customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS, self-service
Date Published October 23, 2017 - Last Updated December 6, 2017
How one company combined two service desks into one highly functional, efficient, and customer-centric IT service desk and created a robust training program at the same time.
Tag(s): supportworld, service management, service desk, customer experience
Date Published October 19, 2017 - Last Updated December 6, 2017
Gregg Gregory was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what challenges he anticipates for service management.
Tag(s): supportworld, customer service, customer experience
Date Published October 17, 2017 - Last Updated December 6, 2017
With recent events in Las Vegas, Texas, Florida, and the Caribbean, it is ever more important that we serve our communities, in both small and significant ways, to help them recover and thrive.
Tag(s): supportworld, customer service, customer-service-week, community, disaster recovery
Date Published October 2, 2017 - Last Updated October 2, 2020
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
Follow these five steps to build a service portal that enhances your business operations and provides cost savings.
Tag(s): supportworld, service management, self-service, support center
Date Published August 31, 2017 - Last Updated December 6, 2017
Assessing your need for cultural change is the number one thing you are not doing in your plan to move to enterprise service management (ESM).
Tag(s): supportworld, service management, culture
Date Published August 30, 2017 - Last Updated December 6, 2017
Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Tag(s): supportworld, service management, business of support, business value
Date Published August 23, 2017 - Last Updated December 6, 2017
With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Tag(s): supportworld, service management, ITSM, service catalog, self-service tools, self-service, automation
Date Published August 17, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat
Date Published August 15, 2017 - Last Updated December 6, 2017