Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible.

We all want an engaged support organization, yet success has eluded us. According to a 2017 Gallup report, employee engagement is stuck in a rut. This interactive webinar will show you five practical ways you can quickly boost staff engagement, starting today.

Customer...

As technology becomes increasingly critical to businesses and other organizations, speed becomes more and more important. Whether the support organization is delivering on service requests or resolving incidents, there can be negative business impacts: new hires whose equipment...

More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as...

More than one-third of organizations identify “managing an increased workload with existing staff” as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern...

Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (help desks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself. The customers...

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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...

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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...

Register now!

Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of...