Workforce Management

Interface with your colleagues, teammates, superiors, direct reports, and everyone else, at any level.

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

 

In today's economy, finding the right talent has become more difficult than ever. However, there are several key steps you can take to find candidates with skillsets that align with the changing needs of your support center. In this session—one of the top three at HDI 2014 in Orlando—Fancy...

Tag(s): people, workforce management, staffing

 

Pre-Event Workshop | 9:30 a.m. - Noon EDT
The Digital Experience | Noon - 5:30 p.m. EDT

  New York   São...

Tag(s): customer service, workforce management, professional development, people, technology, mobility

 
Guide: A sample training plan to introduce a new analyst into your oganization.
Tag(s): toolbox, RESOURCES, people, workforce management, coaching

 
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

 
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

 
In many IT service and support organizations, the help desk is managed independently from the desktop support operation, contributing to inefficiencies in service provisioning. While each group spends time and energy to make their respective teams better through people, process, and technology,...
Tag(s): desktop support, people, workforce management

 
Whether the reason is the economy or just a desire to stay active, fewer workers are retiring once they reach their sixties. As a result, organizations are witnessing a new trend in age diversity, one in which groups share traditions and culture based upon the period in which they came of...
Tag(s): people, leadership, workforce management

 
In IT service and technical support, it can sometimes seem like you’re working in a vacuum. That’s probably one of the reasons you joined HDI, or are considering joining—to network with your peers and get good, reliable information. But with all the discussion groups out there, getting an answer...
Tag(s): process, practices and processes, people, workforce management

 
Have you ever wondered why things are the way they are? Who defines the structure of an organization or, in this case, an entire industry? And just because it is that way now, who says that it needs to remain the same? Everything changes, and I think the time to change the way we structure our...
Tag(s): desktop support, people, workforce management