Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
Date Published December 26, 2018 - Last Updated April 3, 2019
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
Date Published December 19, 2018 - Last Updated 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
Date Published December 18, 2018 - Last Updated February 13, 2019
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
Date Published December 13, 2018 - Last Updated December 13, 2018
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
Date Published December 12, 2018 - Last Updated December 13, 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
Date Published December 11, 2018 - Last Updated December 13, 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
Date Published December 6, 2018 - Last Updated February 13, 2019
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
Date Published December 4, 2018 - Last Updated December 13, 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
Date Published November 30, 2018 - Last Updated December 13, 2018
You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Tag(s): supportworld, service management, automation, tools, technical support, service desk technology
Date Published November 29, 2018 - Last Updated December 13, 2018