It’s summertime in the northern hemisphere, and many people are taking vacation. That includes people who work in support centers, where staffing levels can be critical.
Date Published June 28, 2017 - Last Updated December 6, 2017
Matt Hooper was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Matt to be involved in the community.
Date Published June 27, 2017 - Last Updated December 6, 2017
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Date Published June 22, 2017 - Last Updated December 6, 2017
Learn how one support center made the journey to shift left.
Date Published June 21, 2017 - Last Updated December 6, 2017
Jeff Rumburg was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community.
Date Published June 20, 2017 - Last Updated December 6, 2017
According to HDI research, support ticket volume including both incidents and service requests has gone up year after year. But why are things breaking so much?
Date Published June 15, 2017 - Last Updated April 19, 2019
A synchronized team consists of different behavior types or dimensions. Learn the four core dimensions that balance a team to ensure success.
Date Published June 14, 2017 - Last Updated December 6, 2017
Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Date Published June 13, 2017 - Last Updated December 6, 2017
Service management needs continuous care and feeding. Following frameworks and best practices can help.
Date Published June 8, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Date Published June 7, 2017 - Last Updated December 6, 2017