Mike Hanson shares tactics and leadership lessons gained from evolving the desktop support model to a more scalable approach.
Date Published January 16, 2018 - Last Updated December 13, 2018
Learn how knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve.
Date Published January 11, 2018 - Last Updated December 13, 2018
Think about the challenges your service desk faces and find the roadblocks that prevent you from adding value to the business.
Date Published January 5, 2018 - Last Updated December 13, 2018
Technical support is not going away anytime soon…
Date Published December 28, 2017 - Last Updated December 20, 2017
Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Date Published December 19, 2017 - Last Updated December 18, 2017
It’s time to look to the year ahead and decide where to invest in training for your service and support team.
Date Published December 12, 2017 - Last Updated December 8, 2017
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.
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.
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.
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.
Date Published November 30, 2017 - Last Updated December 6, 2017