Knowledge management (KM) is a touchy subject in the world of support. Many organizations struggle with it, and far fewer have managed to create a mature KM process.
Date Published November 3, 2016 - Last Updated April 19, 2019
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