Too often, IT departments use metrics and language that don’t translate outside the department. Here are some suggestions to help.
Tag(s): supportworld, support models, technology
Date Published June 7, 2023 - Last Updated 37 Days, 2 Hours, 11 Minutes ago
IT service and support should not be unending waves of stress. Here is how to lower the temperature and improve customer satisfaction.
Tag(s): supportworld, support models, technology
Date Published June 6, 2023 - Last Updated 37 Days, 2 Hours, 8 Minutes ago
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support observation.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated 37 Days, 1 Hour, 5 Minutes ago
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated 40 Days, 18 Hours, 3 Minutes ago
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 36 Days, 23 Hours, 44 Minutes ago
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 37 Days, 1 Hour, 16 Minutes ago
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Tag(s): supportworld, support models, technology
Date Published May 17, 2023 - Last Updated 36 Days, 23 Hours, 52 Minutes ago
A Q&A with Bruce Randall of ServiceNow, who is a valuable member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 40 Days, 18 Hours, 20 Minutes ago
We asked thought leaders in the IT service and support industries for their takeaways when the microchips hit the fan.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 36 Days, 23 Hours, 53 Minutes ago
A Q&A with Brian McDonald, a security officer with Mutare, a telecommunications company, on the latest cybersecurity threat.
Tag(s): supportworld, technology, security management
Date Published May 9, 2023 - Last Updated 36 Days, 23 Hours, 58 Minutes ago