Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Date Published April 16, 2019 - Last Updated December 17, 2019
Employ these 10 tips on automation and reporting for service desk success.
Date Published April 4, 2019 - Last Updated December 17, 2019
An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Date Published April 2, 2019 - Last Updated December 17, 2019
Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Date Published March 26, 2019 - Last Updated December 17, 2019
How do you know that your self-service portal is effective? Take a close look at your analytics.
Date Published March 19, 2019 - Last Updated December 17, 2019
There’s a story somewhere in your data. You just need to learn how to tell it.
Date Published March 12, 2019 - Last Updated December 17, 2019
Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains.
Date Published February 20, 2019 - Last Updated December 17, 2019
HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Date Published February 11, 2019 - Last Updated December 17, 2019
HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Date Published February 8, 2019 - Last Updated December 17, 2019
With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Date Published February 5, 2019 - Last Updated December 17, 2019