In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
Tag(s): hdichat, supportworld, technical support, service management, professional development
Date Published August 30, 2016 - Last Updated December 15, 2016
Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Tag(s): customer experience, customer satisfaction, customer service, supportworld, service quality
Date Published August 4, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share the buzz from your organization: DevOps? ITIL? Enterprise service management? We also asked you to share your trusted sources for industry information.
Tag(s): hdichat, supportworld, ITSM, devops, ITIL
Date Published August 2, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Tag(s): best practice, incident management, metrics and measurements, support center, supportworld, technical support
Date Published July 28, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Tag(s): supportworld, service quality, relationship, employee satisfaction, customer service, customer experience, culture
Date Published July 20, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Tag(s): best practice, case study, KCS, knowledge management, support center, supportworld
Date Published July 17, 2016 - Last Updated December 15, 2016
IT organizations spend considerable time, money, and energy on incident management, but what you should be investing your resources in is what customers want: incident resolution.
Tag(s): incident management, service management, supportworld
Date Published July 15, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Tag(s): hdichat, service quality, quality management, quality assurance, monitoring, supportworld
Date Published July 5, 2016 - Last Updated December 15, 2016