Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce management, RESOURCES
Tag(s): customer service, desktop support, benchmarking, framework and methodologies, industry report, metrics and measurements, people, practices and processes, professional development, research, RESOURCES, technology
Tool: The Request for Proposal (RFP) Template shows the elements of a complete RFP and allows for customization to suit your organization's needs.
Tag(s): business of support, financial management, RESOURCES
Customer Technical Support Edition
For companies that sell products or services requiring technical support, the support customers receive might be the only personal experience the consumer has to gauge their satisfaction with the organization. And, for many of these organizations, the...
Tag(s): customer satisfaction, customer service, customer survey tools, metrics and measurements, toolbox, people, practices, research, research corner, RESOURCES, technical support, technical support as a business
Tag(s): desktop support, customer service, framework and methodologies, practices and processes, metrics and measurements, process, research, RESOURCES, technology
An essay that defines first contact resolution rate in a multichannel environment.
Tag(s): metrics and measurements, RESOURCES
Guide: Items to consider when setting up your ACD announcements.
Tag(s): toolbox, RESOURCES, technology, service desk technology
Guide: HDI's standard job titles and brief definitions.
Tag(s): toolbox, RESOURCES, human resources, workforce management, people
Essay: One common mistake organizations make when implementing a knowledge base is rushing to implement self-service before they are truly ready. Use the LZS metric to predict your success rate before you grant customers access to your knowledge base.
Tag(s): RESOURCES, toolbox, KM, knowledge management, KCS
Tag(s): desktop support, framework and methodologies, leadership, metrics and measurements, toolbox, practices and processes, research, RESOURCES, technology