Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. One all-important aspect of service delivery is cost. Service leaders must know their costs at all times and have a strategy for driving down...
Tag(s): white paper, process, metrics and measurements, customer satisfaction, customer service, incident management, practices, service management, single point of contact, support models
Date Published April 29, 2015 - Last Updated January 14, 2016
Are you on a path to become an ITIL v3 Expert? You're not alone. Many consultants, practitioners, and job seekers see this certification as a means of improving their work and IT opportunities. How can you successfully prepare yourself for the long and arduous road to certification? Follow these...
Tag(s): white paper, ITIL, framework, process, training, culture, people, framework and methodologies
Date Published April 29, 2015 - Last Updated April 30, 2015
Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality...
Tag(s): white paper, customer satisfaction, customer service, business of support, process, service quality, best practice, culture
Date Published April 29, 2015 - Last Updated April 30, 2015
In blog posts, presentations, and papers, the technical service and support industry is hearing the same thing: You need to show your business value. The HDI research discussed in this paper sheds light on the ways support centers—at least some of them—are working to show that they are valuable,...
Tag(s): white paper, research, business value
Date Published April 29, 2015 - Last Updated April 29, 2015
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Tag(s): service desk, support center, desktop support, business value, outsourcing, supportworld
Date Published April 23, 2015 - Last Updated May 11, 2016
How important is trust to your business? Important, right? But did you know that most senior executives believe their direct reports trust them more than they actually do? There’s a whopping 43-percent difference between how a manager perceives he’s trusted and how much employees actually trust him.
Tag(s): customer service, customer experience, professional development
Date Published March 7, 2015 - Last Updated February 26, 2016
If you don’t make mistakes, you’re just not trying hard enough. But what do you do when the inevitable happens? What do you do when you or your staff make a mistake? Mistakes can erode trust, but let’s be very clear: It’s not the mistake that ...
Tag(s): leadership, workforce enablement, customer service, customer experience, supportworld
Date Published March 7, 2015 - Last Updated February 26, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Tag(s): self-service, best practice, business of support, supportworld
Date Published January 16, 2015 - Last Updated May 11, 2016
HDI 2014 – A Digital Experience gathered together the greatest hits from the live event in Orlando and wrapped them up in a full day of learning, interactive discussions, networking, polls, and prizes. Log in to view archived content from the 2014 event and plan to join us...
Tag(s): customer service, workforce enablement, professional development, people, technology, mobility
Date Published January 4, 2015 - Last Updated January 9, 2019
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Tag(s): business of support, supportworld, infographic, customer service, customer experience, customer satisfaction
Date Published December 12, 2014 - Last Updated March 10, 2021