Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
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
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Tag(s): supportworld, service management, service desk, self-service, customer experience, customer service
Date Published May 9, 2019 - Last Updated December 17, 2019
Attend to the details to reinvigorate your memory, health, and workspace.
Tag(s): supportworld, support center, workforce enablement
Date Published May 2, 2019 - Last Updated December 17, 2019
Extending the IT service desk to the enterprise can provide big returns and benefits to an organization—but only if you approach it properly.
Tag(s): supportworld, support center, service desk, service management, ITSM
Date Published May 1, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Tag(s): supportworld, support center, self-service, automation, technology
Date Published April 25, 2019 - Last Updated December 17, 2019
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
Date Published April 10, 2019 - Last Updated December 17, 2019
Having complementary skill sets on your service desk team is critical for effective problem solving and decision-making.
Tag(s): supportworld, workforce enablement, workforce enablement, teamwork, team building, service desk, support center
Date Published April 9, 2019 - Last Updated December 17, 2019
An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Tag(s): supportworld, support center, metrics and measurements, first call resolution
Date Published April 2, 2019 - Last Updated December 17, 2019
Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Tag(s): supportworld, service desk, metrics and measurements
Date Published March 26, 2019 - Last Updated December 17, 2019