As one of HDI’s Top 25 Thought Leaders, customer service expert Jeff Toister shares what motivates him to be involved in the community.
Tag(s): supportworld, customer experience, customer service, community
Date Published May 11, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Tag(s): supportworld, support center, customer experience, customer service
Date Published May 10, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
What kind of work would you expect from someone if they accepted that their work was inherently less valuable and advancement was a myth?
Tag(s): supportworld, workforce enablement, leadership, desktop support
Date Published May 9, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
Making the most of a conference experience includes comfy shoes and taking actionable items back to your organization.
Tag(s): supportworld, service management, workforce enablement
Date Published May 5, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Tag(s): supportworld, desktop support, service management, customer experience, community, leadership
Date Published May 4, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
Cost per ticket is the total monthly operating expense of a service desk divided by the monthly ticket volume. Do you know your cost per ticket?
Tag(s): supportworld, metrics and measurements, cost per ticket
Date Published May 2, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
Email is still an important channel for support centers, and good written communication is not to be taken for granted.
Tag(s): workforce enablement, supportworld, customer experience, service quality
Date Published April 27, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
A new UFFA scoring method could help you gain a new appreciation for KCS expectations for your tech support staff and give you an action plan for optimizing KCS.
Tag(s): supportworld, service management, metrics and measurements, KCS, knowledge management, KPI
Date Published April 27, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago
The mission of technical support has been to get people back to work quickly after an incident or for a service request. But that can no longer be our primary mission.
Tag(s): supportworld, technical support, research, business of support
Date Published April 26, 2017 - Last Updated 4 Years, 344 Days, 23 Hours, 6 Minutes ago
To help learning stick, repetition in a variety of different ways is one of the most important tools a trainer has.
Tag(s): supportworld, training, workforce enablement
Date Published April 25, 2017 - Last Updated 6 Years, 114 Days, 3 Hours, 56 Minutes ago