Are your employees boosting the bottom line or draining the budget? How well do your employees serve your clients and their fellow team members? Are they going above and beyond or are they just squeaking by? Exceptional reputations are built on consistency, quality, and delivery. Gregg's...
Tag(s): people, community, leadership, team building, teamwork
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
With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. This easy-to-use toolkit provides a simple, yet effective, tried-and-true approach to building and...
Tag(s): people, leadership, process, business of support, practices and processes
A support center has two principle assets: a robust, well-managed knowledge base and talented people. Support centers typically invest significant time and effort into training and developing specialists, supervisors, and managers; a support center leader’s job is to ensure that this time and...
Tag(s): people, workforce management
Most businesses claim to use their customer service organizations as key differentiators in creating competitive advantage in the marketplace, but this claim does not withstand closer analysis. The service the vast majority of these companies provide is actually the same as their competitors, so...
Tag(s): customer service, people, process, business of support, practices and processes
It all started in the spring of 2009, after coming in as the runner-up for the HDI Team Excellence Award. We knew we were delivering great service to our customers, making recommendations to be more effective, and creating a great working environment, but there was something missing. After...
Tag(s): process, practices and processes, framework and methodologies, people, customer service
Whether your customers are internal (your peers and colleagues) or external (your company’s customers), your job is to support them, soothe them, sort out their problems, and get them back to doing their jobs as rapidly as possible. It isn’t always easy. Customer Service Week is a time to...
Tag(s): people, customer service, professional development
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