Too often, IT departments use metrics and language that don’t translate outside the department. Here are some suggestions to help.
Tag(s): supportworld, support models, technology
Date Published June 7, 2023 - Last Updated February 20, 2024
IT service and support should not be unending waves of stress. Here is how to lower the temperature and improve customer satisfaction.
Tag(s): supportworld, support models, technology
Date Published June 6, 2023 - Last Updated February 20, 2024
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support observation.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated February 20, 2024
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated February 16, 2024
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated May 8, 2024
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated May 8, 2024
Great managers practice great management skills. Here are a few suggestions for what to work on when you step into a managerial role.
Tag(s): supportworld, support models, best practice
Date Published May 24, 2023 - Last Updated February 20, 2024
We ask a few questions of Esther Pham, Director, Enterprise Service Desk at WBM, and a member of the HDI Strategic Advisory Board. She says it’s important to embrace challenges.
Tag(s): supportworld, support models, best practice
Date Published May 23, 2023 - Last Updated February 20, 2024
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Tag(s): supportworld, support models, technology
Date Published May 17, 2023 - Last Updated February 20, 2024
A Q&A with Bruce Randall of ServiceNow, who is a valuable member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated February 16, 2024