To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
Date Published June 1, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
Retrieval practice ensures information learned in training is used appropriately on the job.
Tag(s): supportworld, training, workforce enablement
Date Published May 31, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
Aprill Allen was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Aprill to be involved in the community.
Tag(s): supportworld, service management, KCS, KM, knowledge management
Date Published May 30, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
Confrontation is a good thing, and it is one of the most important skills you need as a leader.
Tag(s): supportworld, leadership, workforce enablement
Date Published May 25, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stuart to be involved in the community.
Tag(s): supportworld, ITSM, security management, service management, it governance, IT service management
Date Published May 24, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
Date Published May 23, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
In order to improve, technical support organizations need to decide what to invest in, and when.
Tag(s): supportworld, technology, service management, support center, tools
Date Published May 23, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between a KPI and a metric.
Tag(s): supportworld, metrics and measurements, KPI, FAQ
Date Published May 18, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
It should not take a crisis to generate a meeting between support center and desktop support managers to keep the relationship between the two groups on track.
Tag(s): desktop support, support center, supportworld, forums, forums-desktop, forums-sclf
Date Published May 17, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago
Karen Ferris was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Tag(s): supportworld, service management, change management, leadership
Date Published May 16, 2017 - Last Updated 6 Years, 114 Days, 15 Hours, 30 Minutes ago