An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.
From : Communities>>Ask Your NetworkThis message was posted by a user wishing to remain anonymous We use this site: Dell computers tested for Windows 10 October 2018 Update and previous versions of Windows 10 | Dell US Dell remove preview Dell computers tested for Windows 10 October 2018 Update and previous versions of Windows 10 | Dell US An article detailing the Dell computer models that have been tested for update to Windows 10 October 2018 Update (Build 1809), as well as previous versions of Windows 10. View [More]
From : Communities>>Ask Your NetworkHello Maria, We elected not to use an FCR checkbox. We found using ticket state for our environment a better option as this is a mandatory field. We have three possibilities: 1. State is Resolved- Service Desk was able to resolve the incident 2. State is Referred- Service desk was unable to resolve the incident and the unit/department does not use the same ticketing system (unable to route to a resolver group). We do not send a customer survey for this state 3. The unit/department that needs [More]
From : Communities>>Ask Your NetworkNice! Thanks, Ryan! Thank you, Donald Chew Mayo Clinic Rochester, MN Supervisor IT Help Desk Unit 507-255-3047 [email protected]
HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For this episode, Roy Atkinson interviewed service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
You have a great team that promptly responds to customers and is professional, courteous, and customer-service oriented. This is where many service desk managers find themselves, with a great team, but without many of the skills or knowledge needed to successfully resolve customer issues. If this is your predicament and you want to improve the quality of the service your team provides, follow these five steps to improve the effectiveness of your service.
Artificial Intelligence is an exciting, emerging field that can help us not only serve customers in new ways, but also provide incredible insight into the customer experience. The implementation process for a chatbot is relatively easy. The two most important success factors are having knowledge written in the customer's context (the way the customer would pose the question) and consistent training of the bot to improve responses. While adoption is easy, it is essential to establish a strategy that will allow the organization to experiment with this emerging channel, learn from the experience, and develop a more comprehensive approach over time.