In last week's #HDIchat, participants discussed the merits and applications of skills-based routing and intelligent swarming.
Tag(s): hdichat, supportworld, knowledge management, KM
Date Published October 18, 2016 - Last Updated December 15, 2016
SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Tag(s): best practice, business alignment, IT service management, ITSM, practices and processes, process management, service management, support center, supportworld
Date Published October 13, 2016 - Last Updated August 15, 2018
Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Tag(s): customer satisfaction, customer experience, customer service, customer-satisfaction-measurement, supportworld, metrics and measurements
Date Published October 12, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed the ways in which their organizations keep raising the bar for customer service.
Tag(s): hdichat, supportworld, technical support, service management, service desk technology
Date Published October 11, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their current ITSM/ticket management tools and plans for replacement.
Tag(s): hdichat, supportworld, technical support, service management, service desk technology
Date Published October 4, 2016 - Last Updated December 15, 2016
Customer Service Week is all about you, and we want to help you celebrate! Here’s a day-by-day breakdown so you can plan your week.
Tag(s): customer-service-week, customer service, supportworld, people, workforce enablement, workforce enablement
Date Published October 4, 2016 - Last Updated December 15, 2016
Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Tag(s): customer satisfaction, employee satisfaction, metrics and measurements, supportworld
Date Published October 2, 2016 - Last Updated December 15, 2016
Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Tag(s): focus series, supportworld, technical support, support center, customer experience, customer satisfaction, customer service
Date Published September 30, 2016 - Last Updated April 19, 2019
Ready for more Tech Support Confessions? I thought so! In this week's installment, your peers share their observations about great leaders and challenging coworkers, job stress and career frustration, and communication and chicken wings (together, at last!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published September 29, 2016 - Last Updated December 15, 2016
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Tag(s): collaboration, communications technology, crowdsourcing, knowledge management, KM, ITSM, service desk, service management, supportworld
Date Published September 28, 2016 - Last Updated December 15, 2016