Guide: Items to consider when setting up your ACD announcements.
Tag(s): novice, RESOURCES, technology, service desk technology
Guide: HDI's standard job titles and brief definitions.
Tag(s): novice, RESOURCES, human resources, workforce management, people
Essay: A support center manager should allocate two or three hours a month to listening to incoming calls.
Tag(s): RESOURCES, service desk, novice, communications skills, customer service, people, workforce management, performance management, leadership
Guide: This list of questions was compiled by an experienced group of IT, support center, and sales professionals.
Tag(s): RESOURCES, novice, best practice, practices and processes, asset management, business of support
Guide: Strategies for dealing with different types of challenging customers.
Tag(s): RESOURCES, service desk, novice, communications skills, customer service, people
Guide: Best practice for handling downstream effects of an Incident.
Tag(s): RESOURCES, service desk, best practice, incident management, novice, process
Tool: Scorecard (.docx) for comparing candidates for Support Center Analyst.
Tag(s): RESOURCES, novice, human resources, people
Guide: Advantages and disadvantages of changing the work schedule for the support center.
Tag(s): novice, RESOURCES, people, human resources, workforce management
Tool: Worksheet (.xls) to help evaluate support requirements for new technologies and products.
Tag(s): RESOURCES, business of support, novice, change management, technical support, gap analysis
Essay: Include job descriptions for support center professionals in the standard operating procedure (SOP) manual.
Tag(s): RESOURCES, best practice, workforce management, human resources, novice