Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Date Published October 20, 2016 - Last Updated April 19, 2019
Because rollouts require concentrated effort to complete work within a specified time, bringing in contractors to assist desktop support can be beneficial.
Date Published October 19, 2016 - Last Updated April 19, 2019
The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Date Published October 18, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the merits and applications of skills-based routing and intelligent swarming.
Date Published October 18, 2016 - Last Updated December 15, 2016
SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Date Published October 13, 2016 - Last Updated August 15, 2018
In last week's #HDIchat, participants discussed the ways in which their organizations keep raising the bar for customer service.
Date Published October 11, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their current ITSM/ticket management tools and plans for replacement.
Date Published October 4, 2016 - Last Updated December 15, 2016
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Date Published September 28, 2016 - Last Updated December 15, 2016
Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Date Published September 26, 2016 - Last Updated December 15, 2016
Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Date Published September 21, 2016 - Last Updated December 15, 2016