There are leaders at every level in an organization, and HDI has long recognized the value each individual brings to a team and each team brings to the IT organization. We're so proud of all of our HDI 2015 award winners!
Tag(s): people, membership, culture, community, supportworld
Date Published - Last Updated February 26, 2016
RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating compliance. Its engineers provide global, round-the-clock support, troubleshooting any obstacles to the analysis and improvement of...
Tag(s): continual service improvement, security management, metrics and measurements, customer service
Date Published - Last Updated February 25, 2016
For UBM Tech, HDI’s parent company and a global live media and B2B communications, marketing services, and data provider, innovation is one of the four underlying corporate values leading the company down the path to be the best—and biggest—event business in the world. UBM Tech’s David Michael...
Tag(s): business value, leadership, support center
Date Published - Last Updated February 25, 2016
According to a MetricNet study, 84 percent of end users base their entire perception of IT on the day-to-day interactions they have with technical support. A related finding in recent HDI research on inbound contact channels shows that the channel with the highest customer satisfaction—by far—is...
Tag(s): case study, customer experience, customer service, desktop support, governance, support center
Date Published - Last Updated February 25, 2016
Until fairly recently, many internal support centers have been “the only game in town.” While they occasionally measured customer satisfaction, these support centers didn’t have to worry much about competition, and neither did IT. Now, with the availability of the cloud, the proliferation of...
Tag(s): customer experience
Date Published - Last Updated February 25, 2016
Customer experience management (CEM) is a strategy that focuses the business on managing all interactions with a customer throughout his or her entire experience with a product or service. The ideal customer experience is one in which the business communicates its vision, distinguishes its...
Tag(s): customer service, customer experience, continual service improvement
Date Published - Last Updated February 25, 2016
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Tag(s): automation, self-service, service desk, outsourcing
Date Published - Last Updated February 25, 2016
It’s no secret that customers really want just two things from their interactions with the service desk: speed and accuracy. They want someone to answer the phone quickly, someone who can help them with their problems, and someone who can provide solutions that are correct and helpful. So, if...
Tag(s): customer experience, service desk, staffing
Date Published - Last Updated February 25, 2016
Support center analysts have a tough job. Maybe a customer (whether internal or external) has just received a new product and can’t understand the installation directions. Maybe the customer’s network connection is not working properly and it’s just one week over the computer’s warranty. Or...
Tag(s): people, customer service, practices and processes
Date Published - Last Updated February 25, 2016
A self-assist solution is one in which a person doesn’t directly rely on any other person to resolve their problem. No phone call needs to be placed. No chat window needs to be opened. No email needs to be exchanged. True self-assist (sometimes called self-service) is similar to how gas stations...
Tag(s): practices and processes, knowledge management, self-service tools, KM
Date Published - Last Updated February 25, 2016