Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Tag(s): incident management, problem management, support center, supportworld, business value
Date Published December 14, 2016 - Last Updated December 15, 2016
The more senses we use in learning something, the easier it is to remember. We also know that telling people information alone does not mean that it is understood nor remembered, much less used on the job.
Tag(s): supportworld, training, workforce enablement, support center, people
Date Published December 13, 2016 - Last Updated April 19, 2019
Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Tag(s): customer experience, customer service, technical support, supportworld, shadow-it, business of support
Date Published December 7, 2016 - Last Updated January 4, 2017
In last week's #HDIchat, participants discussed their favorite metrics.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published December 6, 2016 - Last Updated December 15, 2016
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.
Tag(s): support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 5, 2016 - Last Updated April 19, 2019
Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Tag(s): focus series, supportworld, support center, business value, business alignment
Date Published December 1, 2016 - Last Updated October 31, 2016
One of the top reasons people leave an organization is because of personality differences. But there are two easy barometers you can use to adapt to others and communicate more successfully.
Tag(s): communications skills, employee satisfaction, people, support center, supportworld, workforce enablement
Date Published December 1, 2016 - Last Updated September 8, 2017
Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Tag(s): focus series, supportworld, business value, service management, ITSM, IT service management, IT-business alignment
Date Published December 1, 2016 - Last Updated April 19, 2019
The coming of automation in the support center will be an evolution, and you should be thinking of ways this technology can assist you and your team.
Tag(s): automation, future of support, technology, support center, supportworld, service desk technology
Date Published November 30, 2016 - Last Updated April 19, 2019
HDI often gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair question, but it’s not the right question.
Tag(s): support operations, supportworld, staffing, toolbox, workforce enablement, support center
Date Published November 22, 2016 - Last Updated April 19, 2019