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Industry luminary Matt Hooper will...
Date Published - Last Updated August 18, 2016
What is gamification—and why you should care? Simply put, gamification uses game mechanics and rewards for non-game applications in order to increase engagement and loyalty. Gamification is an important and powerful new strategy for influencing and motivating people. In this webinar, you’ll...
Date Published - Last Updated December 11, 2015
In this webinar, Joe Ardizzone will present on the ins and outs of—and particularly the best practices associated with—alerts and monitoring. Both practices are typically associated with critical events and major incidents, but what are the possible applications of alerts and monitoring...
Date Published - Last Updated January 5, 2016
Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Date Published - Last Updated October 13, 2015
In today's economy, finding the right talent has become more difficult than ever. However, there are several key steps you can take to find candidates with skillsets that align with the changing needs of your support center. In this session—one of the top three at HDI 2014 in Orlando—Fancy...
Date Published - Last Updated December 30, 2014
A comprehensive list of Customer Experience information and tools.
Date Published - Last Updated March 27, 2025
While demand for specific positions does vary, the truth is that every IT worker plays a key role in supporting the long term plans of a business. And at a time when many owners are just as happy sustaining business growth as they are increasing it, holding on to this talent should be a top...
Date Published - Last Updated January 14, 2016
Even in the best organizations with the best infrastructures, there are unplanned outages. These outages present challenges for the support center, especially when they involve standard communication channels such as email, intranets, and/or the network over which communications are carried. How...
Date Published - Last Updated December 30, 2014
Have you ever wondered why things are the way they are? Who defines the structure of an organization or, in this case, an entire industry? And just because it is that way now, who says that it needs to remain the same? Everything changes, and I think the time to change the way we structure our...
Date Published - Last Updated May 11, 2016
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Date Published - Last Updated May 11, 2016