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.
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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
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
Once upon a time, customers relied on advertising to shape their perception of an organization. Certainly, some money was poured into customer service, but only enough to keep things moving. If customers had problems, their complaints were usually isolated to a strongly worded letter to the company.
Tag(s): people, customer service, process, business of support
When it comes to customer service, it really is only as good as the customer says it is. But what do you do when your customers think your service is great, but you know it could be a whole lot better? Think Lean! We did, and we were able to reduce our abandoned call rate from 28 percent to 9...
Tag(s): people, customer service, process, framework and methodologies
According to the 2010 HDI Support Center Practices & Salary Report, only 19.9 percent of all centers are offering chat as a contact channel. With adding value and reducing costs at the front of most IT leaders’ minds, is this the right time to increase your support capacity by adding chat? And...
Tag(s): technology, customer service, desktop support, support channels
As consumers continue to seek customer support online, there is tremendous opportunity for companies to enhance their customer service in real time. While social media as a platform for CRM takes the spotlight these days, consider the value more traditional service channels offer to connect with...
Tag(s): technology, customer service, desktop support, support channels