The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Tag(s): future of support, devops, service management, supportworld
Date Published September 7, 2016 - Last Updated December 15, 2016
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Tag(s): focus series, supportworld, technical support, trends, automation, escalation, knowledge management, self-service, self-service tools, support center
Date Published August 31, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants considered whether they've been operating their service desks with the customer experience in mind.
Tag(s): hdichat, supportworld, support center, service desk, customer experience
Date Published August 30, 2016 - Last Updated December 15, 2016
In the quest to lower costs, it common to talk about deflecting phone calls to less expensive tech support channels such as self-service, chat, web forms, and email.
Tag(s): customer experience, customer service, support channels, supportworld, technical support
Date Published August 25, 2016 - Last Updated December 15, 2016
The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Tag(s): automation, business value, communications technology, customer experience, customer service, supportworld
Date Published August 24, 2016 - Last Updated February 1, 2017
In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Tag(s): hdichat, supportworld, cloud, cloud computing, desktop support, support center, technology
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed gamification and how it's being used in their organizations.
Tag(s): hdichat, supportworld, support center, gamification
Date Published August 2, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Tag(s): best practice, incident management, metrics and measurements, support center, supportworld, technical support
Date Published July 28, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Tag(s): best practice, case study, KCS, knowledge management, support center, supportworld
Date Published July 17, 2016 - Last Updated December 15, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Tag(s): case study, outsourcing, service level agreement, service providers, service desk, technical support, supportworld
Date Published July 3, 2016 - Last Updated December 15, 2016