HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience, service management
Date Published September 23, 2019 - Last Updated December 17, 2019
The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.
Tag(s): supportworld, service management, workforce enablement, support center, metrics and measurements, desktop support, customer experience, technology
Date Published September 16, 2019 - Last Updated December 17, 2019
Learn how service management platforms are using predictive analytics to enhance service operations.
Tag(s): supportworld, service management, ITSM, metrics and measurements
Date Published September 13, 2019 - Last Updated December 17, 2019
Jeff Rumburg shares how you can combine three critical metrics to create an overall measure of Customer Experience (CX).
Tag(s): supportworld, customer experience, customer satisfaction, metrics and measurements
Date Published August 29, 2019 - Last Updated December 17, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
Date Published August 15, 2019 - Last Updated August 15, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
Date Published August 8, 2019 - Last Updated August 8, 2019
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
Date Published July 31, 2019 - Last Updated December 17, 2019
Jeff Rumburg defines how value is created in IT service and support.
Tag(s): supportworld, metrics and measurements, business value, ROI, return on investment - ROI
Date Published June 27, 2019 - Last Updated December 17, 2019
This month, Jeff Rumburg looks at two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
Date Published May 29, 2019 - Last Updated December 17, 2019
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
Date Published May 15, 2019 - Last Updated December 17, 2019