Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
January 3, 2019
Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
December 26, 2018
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
December 19, 2018
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Tag(s): supportworld, service management, technical support, technology, trends
December 18, 2018
Many organizations see a significant drop in morale for employees in their second year of service.
Tag(s): supportworld, workforce enablement, workforce enablement, service desk, people, leadership
December 13, 2018
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
December 12, 2018
In this episode of HDI’s SPOCcast podcast, Roy interviewed with Simone Jo Moore to discuss the human side of AI, the future of training, and the meaning of VUCA.
Tag(s): supportworld, service management, framework and methodologies, ITIL, ITSM, training
December 11, 2018
Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Tag(s): supportworld, service management, SLA, FAQ
December 6, 2018
We don’t really know what the next few years will bring in technological advances and disruption from AI and automation. But we need to be prepared for change.
Tag(s): supportworld, technology, technical support, automation
December 4, 2018
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Tag(s): supportworld, technical support, workforce enablement, service management, support center, customer experience, desktop support, technology, metrics and measurements
November 30, 2018