Troy DuMoulin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Troy to be involved in the community.
Date Published August 1, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Date Published July 27, 2017 - Last Updated December 6, 2017
Don’t be afraid to give corrective feedback when learners make mistakes. Capitalize on the ability of mistakes to strengthen learning.
Date Published July 26, 2017 - Last Updated December 6, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Nate Brown shares what motivates him to be involved in the community.
Date Published July 25, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Date Published July 20, 2017 - Last Updated December 6, 2017
Customer experience is on everyone’s radar. If you haven’t thought about it, it’s time to start.
Date Published July 19, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Date Published July 18, 2017 - Last Updated December 6, 2017
Surveys are a great tool for letting you know where you stand with your customers. But remember that customer satisfaction begins with service delivery.
Date Published July 13, 2017 - Last Updated December 6, 2017
FCR is a measure of how effectively your service desk conducts its business, and customer satisfaction is strongly correlated with FCR.
Date Published July 12, 2017 - Last Updated December 6, 2017
Stephen Mann was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stephen to be involved in the community.
Date Published July 11, 2017 - Last Updated December 6, 2017