Tag(s): research, research corner, metrics and measurements
HDI 2013 – A Digital Experience is an award-winning free event that you help create! Earn your license to learn at this engaging event featuring top-rated sessions and speakers from the HDI 2013 Conference & Expo in Las Vegas.
Mark your calendars now...
Tag(s): business of support, customer service, desktop support, knowledge management, metrics and measurements, people, performance management, practices and processes, process, professional development, social media, team building
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 satisfaction, customer service, customer survey tools, metrics and measurements, toolbox, people, research
If there’s one thing service desks are good at, it is collecting information and reporting on it. If there is one thing they are terrible at, it is being able to focus on the few instead of the many. But one way to find out if anyone is actually reading the reports you spend so much time...
Tag(s): metrics and measurements, people, workforce management, process, business of support
Many Ask the Expert questions begin with a common phrase—“What is the industry standard for…”—followed by a common metric, like first contact resolution. To clarify the question, I typically point out that data we have are not “industry standards.” We have lots of data reported from hundreds and...
Tag(s): metrics and measurements, people, professional development
Everything we do makes a difference. Any decision or modification we make leaves its mark on the bigger picture. No matter what the industry, IT service and technical support is behind the scenes, performing a role that serves a larger purpose. The goal of the HDI Practices & Salary Reports is...
Tag(s): research, people, process, practices and processes, metrics and measurements, technology
More and more organizations are turning to cloud services to reduce operational cost, transfer risk to service providers, and increase workforce mobility. Such change raises questions that must be answered. How do today’s leaders decide which services to migrate to the cloud and which to put in...
Tag(s): metrics and measurements, technology
One of the greatest inventions since the leaf blower is the help desk ticketing system. By tracking calls, these systems preserve solutions to previous problems and they document the number of people you helped in a given period. And that’s just the beginning. Ticketing systems also offer a...
Tag(s): metrics and measurements
Manufacturing, financial, retail, and pharmaceutical companies have long used predictive analytics for everything from anticipating parts shortages to calculating credit scores. But across industries, the software can also warn IT organizations about potential system failures before they affect...
Tag(s): metrics and measurements, technology