Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated December 12, 2017
Have you experienced a well-run service desk team being thrown into chaos after an organizational change? Follow these 4 steps to rebuild trust and teamwork.
Tag(s): supportworld, support center, service desk, workforce enablement, workforce enablement, teamwork, team building
Date Published December 6, 2017 - Last Updated December 6, 2017
Chat as a support channel is gaining in popularity. But chat is not perfect for every type of interaction. You must identify the ideal issue types before implementation.
Tag(s): supportworld, support channels, support center, chat
Date Published December 5, 2017 - Last Updated December 6, 2017
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Tag(s): supportworld, support center, service management, knowledge management, customer experience
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Tag(s): supportworld, self-service, support center, service management
Date Published November 28, 2017 - Last Updated December 6, 2017
How one company combined two service desks into one highly functional, efficient, and customer-centric IT service desk and created a robust training program at the same time.
Tag(s): supportworld, service management, service desk, customer experience
Date Published October 19, 2017 - Last Updated December 6, 2017
See how Minnesota State University, Mankato is working to nurture a culture around knowledge sharing and gamified training for all support center employees.
Tag(s): supportworld, support center, knowledge management, gamification, training, workforce enablement, workforce enablement
Date Published October 10, 2017 - Last Updated December 6, 2017
AI and automation allow IT departments to create better customer-supporting solutions.
Tag(s): supportworld, automation, service desk, service management
Date Published September 26, 2017 - Last Updated June 15, 2018
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Tag(s): supportworld, technical support, service desk, self-service, self-service tools, support center
Date Published September 25, 2017 - Last Updated December 6, 2017
Multilingual support is a growing priority for enterprise service desks.
Tag(s): supportworld, technology, support center
Date Published September 14, 2017 - Last Updated January 21, 2020