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
What kind of work would you expect from someone if they accepted that their work was inherently less valuable and advancement was a myth?
Tag(s): supportworld, workforce enablement, leadership, desktop support
Date Published May 9, 2017 - Last Updated December 6, 2017
Making the most of a conference experience includes comfy shoes and taking actionable items back to your organization.
Tag(s): supportworld, service management, workforce enablement
Date Published May 5, 2017 - Last Updated December 6, 2017
Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Tag(s): supportworld, desktop support, service management, customer experience, community, leadership
Date Published May 4, 2017 - Last Updated December 6, 2017
Cost per ticket is the total monthly operating expense of a service desk divided by the monthly ticket volume. Do you know your cost per ticket?
Tag(s): supportworld, metrics and measurements, cost per ticket
Date Published May 2, 2017 - Last Updated December 6, 2017
Email is still an important channel for support centers, and good written communication is not to be taken for granted.
Tag(s): workforce enablement, supportworld, customer experience, service quality
Date Published April 27, 2017 - Last Updated December 6, 2017