Do you have Crossed Arms Syndrome? Learn how your body language hinders communication and improve your customer service skills by addressing nonverbal cues.
Date Published October 10, 2024 - Last Updated October 10, 2024
Don't confuse VIP people with VIP issues. Prioritize service requests based on business impact, not individual status. Learn how to build a service desk culture that values both.
Date Published September 25, 2024 - Last Updated January 7, 2025
A Q&A with Gina Montague from Infinite Campus, the winner of the Best Service & Support Culture award at the 2024 HDI Global Service and Support Awards.
Date Published September 25, 2024 - Last Updated January 7, 2025
This article discusses the importance of setting realistic expectations for Generative AI in IT support, drawing parallels to past AI developments and emphasizing the enduring value of human connection in service delivery.
Date Published September 3, 2024 - Last Updated January 7, 2025
Artificial intelligence (AI) is revolutionizing the contact center and IT service desk sectors, yet many organizations are just beginning to navigate this transformative journey. While AI promises enhanced workforce efficiency and improved customer value, achieving full integration and maturity...
Date Published August 26, 2024 - Last Updated January 7, 2025
Generative AI: Psychotherapy, Shia LaBeouf, Disney Princesses & A Leaders Guide to Hope (PART II)
Rocky McGuire
In part one of this series, we discussed what leaders are facing when it comes to Generative AI. Looking at the IT support landscape related to Generative AI — there are two...
Date Published August 26, 2024 - Last Updated January 7, 2025
Discover how AI ITSM revolutionizes service management with smarter interfaces and streamlined processes for a more responsive digital future.
Date Published July 11, 2024 - Last Updated January 7, 2025
Discover key takeaways from HDI's "The State of Technical Support in 2024" report. Explore trends in workforce, technology, and customer expectations shaping the industry. Learn about the growing role of generative AI and the importance of emotional intelligence and leadership skills for...
Date Published June 21, 2024 - Last Updated June 16, 2026
From Setback To Success – Rebounding From A Job Loss
Date Published May 20, 2024 - Last Updated January 7, 2025
7 Humanly Empowering Ways To Keep Your Business Running
Date Published May 20, 2024 - Last Updated January 7, 2025