Aprill Allen was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Aprill to be involved in the community.
Tag(s): supportworld, service management, KCS, KM, knowledge management
Date Published May 30, 2017 - Last Updated December 6, 2017
Confrontation is a good thing, and it is one of the most important skills you need as a leader.
Tag(s): supportworld, leadership, workforce enablement
Date Published May 25, 2017 - Last Updated December 6, 2017
Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stuart to be involved in the community.
Tag(s): supportworld, ITSM, security management, service management, it governance, IT service management
Date Published May 24, 2017 - Last Updated December 6, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Tag(s): supportworld, technology, service management, support center, tools
Date Published May 23, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
Date Published May 23, 2017 - Last Updated December 6, 2017
Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between a KPI and a metric.
Tag(s): supportworld, metrics and measurements, KPI, FAQ
Date Published May 18, 2017 - Last Updated December 6, 2017
It should not take a crisis to generate a meeting between support center and desktop support managers to keep the relationship between the two groups on track.
Tag(s): desktop support, support center, supportworld, forums, forums-desktop, forums-sclf
Date Published May 17, 2017 - Last Updated December 6, 2017
Karen Ferris was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Tag(s): supportworld, service management, change management, leadership
Date Published May 16, 2017 - Last Updated December 6, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Jeff Toister shares what motivates him to be involved in the community.
Tag(s): supportworld, customer experience, customer service, community
Date Published May 11, 2017 - Last Updated December 6, 2017
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Tag(s): supportworld, support center, customer experience, customer service
Date Published May 10, 2017 - Last Updated December 6, 2017