Onboarding begins before the first day on the job and ends after the routine is established. Engage your rookie to set them up for success.
Tag(s): coaching, culture, employee engagement, employee satisfaction, human resources, job descriptions, leadership, motivation, people, relationship, staffing, supportworld, team building, training, workforce enablement, workforce enablement
Date Published December 29, 2016 - Last Updated April 19, 2019
Changing how we see service desks and using our existing assets (best practices, processes, tools, skillsets of the team) better is the key to long-lasting transformation.
Tag(s): business intelligence, business value, desktop support, service desk, support center, metrics and measurements, supportworld
Date Published December 27, 2016 - Last Updated April 19, 2019
Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize risks and costs associated with IT investments.
Tag(s): supportworld, tools, ROI, return on investment - ROI, IT-business alignment, financial management, costs, business value, business alignment, service management
Date Published December 22, 2016 - Last Updated July 20, 2017
The top five SupportWorld articles of 2016 cover themes tech support professionals tackle every day, including customer service, knowledge management, service metrics, gamification, shift-left, and the future of the service desk.
Tag(s): supportworld, support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 20, 2016 - Last Updated April 19, 2019
Learn what the business or IT partner wants to know, and then look at your current reports and metrics to see if they answer the question.
Tag(s): benchmarking, business value, metrics and measurements, reporting, supportworld
Date Published December 15, 2016 - Last Updated December 15, 2016
Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Tag(s): incident management, problem management, support center, supportworld, business value
Date Published December 14, 2016 - Last Updated December 15, 2016
Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Tag(s): customer experience, customer service, technical support, supportworld, shadow-it, business of support
Date Published December 7, 2016 - Last Updated January 4, 2017
In last week's #HDIchat, participants discussed their favorite metrics.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published December 6, 2016 - Last Updated December 15, 2016
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support.
Tag(s): support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 5, 2016 - Last Updated April 19, 2019
Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Tag(s): focus series, supportworld, support center, business value, business alignment
Date Published December 1, 2016 - Last Updated October 31, 2016