The Toolbox

Download tools and templates for the technical service and support industry.

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

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

Tag(s): OLA, operational level agreement - OLA, RESOURCES, toolbox

Tag(s): service level agreement, SLA, RESOURCES, toolbox

Guide: Practices to consider when using call recording for quality assurance, coaching and performance evaluation.
Tag(s): RESOURCES, best practice, coaching, support operations, toolbox

Tag(s): customer satisfaction, customer service, customer survey tools, metrics and measurements, toolbox, people, research

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. That’s where I come in. With all discussion groups out there on...
Tag(s): toolbox, process, ITIL, ITSM, framework and methodologies

Support center analysts have a tough job. Maybe a customer (whether internal or external) has just received a new product and can’t understand the installation directions. Maybe the customer’s network connection is not working properly and it’s just one week over the computer’s warranty. Or...
Tag(s): toolbox, people, customer service, practices and processes

Those who supervise or manage support centers often run into resistance from management or customers or both, and there’s rarely an easy answer or simple solution. Sometimes, reaching the desired outcome involves hard work and commitment. Although we can’t anticipate every need, HDI has a large...
Tag(s): metrics and measurements, toolbox, practices and processes, incident management

One of the high points of my work at HDI is being able to provide members with specific information, usually based on our research, to help them in their quest for improvement, efficiency, and effectiveness. Sometimes, however, there are questions that exceed the limits of our surveys or request...
Tag(s): practices and processes, incident management, metrics and measurements, toolbox