This #HDIchat tackled the topic of getting your team obsessed with service. Jeff Toister joined the Twitter chat as our guest expert.
Tag(s): customer experience, supportworld, hdichat, customer satisfaction, customer service
Date Published April 17, 2017 - Last Updated December 6, 2017
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Tag(s): supportworld, service management, support center, training, business value
Date Published March 23, 2017 - Last Updated December 6, 2017
The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Tag(s): supportworld, desktop support, support center, business value, customer service
Date Published March 16, 2017 - Last Updated December 6, 2017
When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Tag(s): supportworld, support center, self-service, costs, business of support, service management
Date Published March 7, 2017 - Last Updated December 6, 2017
Self-service is a top strategy for many service businesses. But the rush to offer self-service technologies comes with major obstacles and risks.
Tag(s): customer experience, service management, IT service management, ITSM, self-service, supportworld
Date Published March 2, 2017 - Last Updated December 6, 2017
Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Tag(s): supportworld, governance, business value, ITSM, project management
Date Published February 14, 2017 - Last Updated December 6, 2017
If you want customers to trust you, you can develop that trust by speaking to them in a natural, human way.
Tag(s): customer experience, customer service, supportworld, people
Date Published February 9, 2017 - Last Updated April 19, 2019
Learn what support center analysts really want when it comes to rewards and recognition.
Tag(s): workforce enablement, team building, supportworld, performance management, incentives, employee satisfaction
Date Published February 8, 2017 - Last Updated April 19, 2019
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
Date Published February 2, 2017 - Last Updated December 6, 2017
The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Tag(s): business alignment, business value, business of support, future of support, hdi conference, leadership, support center, supportworld, technical support
Date Published February 1, 2017 - Last Updated December 6, 2017