In last week's #HDIchat, participants discussed their current ITSM/ticket management tools and plans for replacement.
Tag(s): hdichat, supportworld, technical support, service management, service desk technology
Date Published October 4, 2016 - Last Updated December 15, 2016
Customer Service Week is all about you, and we want to help you celebrate! Here’s a day-by-day breakdown so you can plan your week.
Tag(s): customer-service-week, customer service, supportworld, people, workforce enablement, workforce enablement
Date Published October 4, 2016 - Last Updated December 15, 2016
Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Tag(s): customer satisfaction, employee satisfaction, metrics and measurements, supportworld
Date Published October 2, 2016 - Last Updated December 15, 2016
Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Tag(s): focus series, supportworld, technical support, support center, customer experience, customer satisfaction, customer service
Date Published September 30, 2016 - Last Updated April 19, 2019
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!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published September 29, 2016 - Last Updated December 15, 2016
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Tag(s): collaboration, communications technology, crowdsourcing, knowledge management, KM, ITSM, service desk, service management, supportworld
Date Published September 28, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their ongoing and upcoming Windows 10 rollouts.
Tag(s): hdichat, supportworld, technical support, technology
Date Published September 27, 2016 - Last Updated December 15, 2016
Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Tag(s): focus series, supportworld, support center, best practice, change management, COBIT, devops, framework and methodologies, ITIL, ITSM, KCS
Date Published September 26, 2016 - Last Updated December 15, 2016
Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Tag(s): customer service, security management, support center, supportworld, training
Date Published September 21, 2016 - Last Updated December 15, 2016
Automation could potentially move more of the repetitive work out of Level 1 and allow tech support analysts to take on more complex tickets.
Tag(s): workforce enablement, supportworld, support models, self-service, automation
Date Published September 15, 2016 - Last Updated December 15, 2016