No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Tag(s): service desk, support center, desktop support, business value, outsourcing, supportworld
Date Published April 23, 2015 - Last Updated May 11, 2016
If you don’t make mistakes, you’re just not trying hard enough. But what do you do when the inevitable happens? What do you do when you or your staff make a mistake? Mistakes can erode trust, but let’s be very clear: It’s not the mistake that ...
Tag(s): leadership, workforce enablement, customer service, customer experience, supportworld
Date Published March 7, 2015 - Last Updated February 26, 2016
How important is trust to your business? Important, right? But did you know that most senior executives believe their direct reports trust them more than they actually do? There’s a whopping 43-percent difference between how a manager perceives he’s trusted and how much employees actually trust him.
Tag(s): customer service, customer experience, professional development
Date Published March 7, 2015 - Last Updated February 26, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Tag(s): self-service, best practice, business of support, supportworld
Date Published January 16, 2015 - Last Updated May 11, 2016
HDI 2014 – A Digital Experience gathered together the greatest hits from the live event in Orlando and wrapped them up in a full day of learning, interactive discussions, networking, polls, and prizes. Log in to view archived content from the 2014 event and plan to join us...
Tag(s): customer service, workforce enablement, professional development, people, technology, mobility
Date Published January 4, 2015 - Last Updated January 9, 2019
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Tag(s): business of support, supportworld, infographic, customer service, customer experience, customer satisfaction
Date Published December 12, 2014 - Last Updated March 10, 2021
There’s a difference between saying “I feel feverish” and saying “My temperature is 101°F.” In the second case, you’ve used a measuring device (thermometer) to find out what your temperature really is. Likewise, we can make a guess that “Our customers like us” because of comments in the hallway,...
Tag(s): customer-satisfaction-measurement, customer experience, customer satisfaction, supportworld
Date Published December 1, 2014 - Last Updated December 1, 2017
HDI proudly supports Customer Service Week by providing engaging, inspiring, and fun-filled activities that technical service and support organizations can use to boost morale, motivation, and teamwork. This week is a time to reward frontline performance, raise company-wide awareness of the...
Tag(s): customer service, leadership, people, professional development, team building, teamwork
Date Published November 10, 2014 - Last Updated January 9, 2019
All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Tag(s): business of support, customer service, customer satisfaction, metrics and measurements, practices and processes
Date Published June 12, 2012 - Last Updated May 11, 2016
Most support organizations agree that customer satisfaction (CSAT) is one of the most important metrics. But do they really believe that, or is that just empty praise? If it is as important as they claim, one would expect CSAT to be rigorously measured and tightly managed. But that is not often...
Tag(s): people, customer service, customer satisfaction, performance management, metrics and measurements
Date Published June 12, 2012 - Last Updated May 11, 2016