HDI often gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair question, but it’s not the right question.
Tag(s): support operations, supportworld, staffing, toolbox, workforce enablement, support center
Date Published November 22, 2016 - Last Updated April 19, 2019
Networking means more than exchanging business cards or adding people to your LinkedIn network. For a rewarding networking experience, bring your questions, share your knowledge, and follow up.
Tag(s): supportworld, support center, self-improvement, professional development, hdi conference
Date Published November 21, 2016 - Last Updated April 19, 2019
Excellence in five areas of customer service can contribute greatly to the effectiveness of service management, which is expanding beyond the world of IT.
Tag(s): supportworld, shadow-it, customer experience, customer satisfaction, customer service, self-service, service desk, service quality, cloud computing
Date Published November 17, 2016 - Last Updated April 19, 2019
In IT, following the process will reduce the mean time to resolve incidents, which in turn restores services to normalcy in a timely manner.
Tag(s): best practice, escalation, incident management, IT service management, ITSM, process, service desk, support center, supportworld
Date Published November 16, 2016 - Last Updated April 19, 2019
Not all technical support organizations measure employee satisfaction,but the news is mostly good in those organizations that do measure.
Tag(s): supportworld, support operations, employee satisfaction, people, industry report, research
Date Published November 15, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published November 15, 2016 - Last Updated April 19, 2019
Where do you spend your time in the support center? If you are a manager and doing too much operational work, you might be neglecting to build a strategy for your team.
Tag(s): service strategy, support center, support operations, supportworld
Date Published November 10, 2016 - Last Updated December 15, 2016
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Tag(s): workforce enablement, supportworld, training, return on investment - ROI, hdi conference, fusion conference, business value
Date Published November 9, 2016 - Last Updated December 1, 2017
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Tag(s): KPI, metrics and measurements, performance management, reporting, service desk, support center, support operations, supportworld, workforce enablement
Date Published November 8, 2016 - Last Updated April 19, 2019
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Tag(s): balanced scorecard, business alignment, KPI, metrics and measurements, support center, supportworld
Date Published October 26, 2016 - Last Updated April 19, 2019