Ready for more Tech Support Confessions? I thought so! In this week's installment, your peers share their observations about great leaders and challenging coworkers, job stress and career frustration, and communication and chicken wings (together, at last!).
Date Published September 29, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Date Published September 13, 2016 - Last Updated December 15, 2016
Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Date Published August 31, 2016 - Last Updated December 15, 2016
Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Date Published August 29, 2016 - Last Updated December 15, 2016
By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Date Published August 19, 2016 - Last Updated December 15, 2016
It's time for another round of Tech Support Confessions! In this week's installment, your peers share their frustrations, accomplishments, affirmations, wry observations, critiques, and secret crushes (no, really!).
Date Published August 9, 2016 - Last Updated December 15, 2016
It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
Date Published August 9, 2016 - Last Updated December 4, 2017
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Date Published July 29, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Date Published July 20, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Date Published July 5, 2016 - Last Updated December 15, 2016