Attracting and retaining the best people requires a corporate culture that values mutual trust and openness. This white paper presents four leadership strategies for building open and collaborative relationships in the workplace.
Tag(s): white paper, team building, workforce enablement, people, human resources, leadership
Date Published April 29, 2015 - Last Updated April 30, 2015
Effective leadership comes down to one thing: people care when they know that you care! In recent Gallup polls regarding the state of the US worker, it was shocking and disappointing to see how many people are truly disengaged in the workplace. In support organizations, the biggest...
Tag(s): white paper, leadership, people, business of support, workforce enablement
Date Published April 29, 2015 - Last Updated April 30, 2015
Performance management creates the greatest value when it drives your strategic plan. The challenge, however, is that most organizations find day-to-day performance driven by any number of items or urgent requests, but not strategy.
Tag(s): white paper, performance management, workforce enablement, human resources
Date Published April 29, 2015 - Last Updated January 14, 2016
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Tag(s): service desk, support center, desktop support, business value, outsourcing, supportworld
Date Published April 23, 2015 - Last Updated May 11, 2016
If you don’t make mistakes, you’re just not trying hard enough. But what do you do when the inevitable happens? What do you do when you or your staff make a mistake? Mistakes can erode trust, but let’s be very clear: It’s not the mistake that ...
Tag(s): leadership, workforce enablement, customer service, customer experience, supportworld
Date Published March 7, 2015 - Last Updated February 26, 2016
With high-speed residential Internet, it has become easier and more cost effective than ever for businesses to implement permanent and part-time remote work arrangements.
Tag(s): employee engagement, employee satisfaction, professional development, supportworld
Date Published January 15, 2015 - Last Updated October 3, 2016
HDI 2014 – A Digital Experience gathered together the greatest hits from the live event in Orlando and wrapped them up in a full day of learning, interactive discussions, networking, polls, and prizes. Log in to view archived content from the 2014 event and plan to join us...
Tag(s): customer service, workforce enablement, professional development, people, technology, mobility
Date Published January 4, 2015 - Last Updated January 9, 2019
HDI proudly supports Customer Service Week by providing engaging, inspiring, and fun-filled activities that technical service and support organizations can use to boost morale, motivation, and teamwork. This week is a time to reward frontline performance, raise company-wide awareness of the...
Tag(s): customer service, leadership, people, professional development, team building, teamwork
Date Published November 10, 2014 - Last Updated January 9, 2019
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement, desktop support
Date Published October 15, 2014 - Last Updated March 10, 2021
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated March 10, 2021