This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Date Published August 15, 2017 - Last Updated December 6, 2017
Continual Service Improvement isn’t a lifecycle stage but, rather, something you do during all stages of the service lifecycle.
Date Published August 15, 2017 - Last Updated June 15, 2018
The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Date Published August 15, 2017 - Last Updated December 6, 2017
Take a look at the trends that are shaping the future of service and support.
Date Published August 15, 2017 - Last Updated December 6, 2017
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Date Published August 10, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Date Published August 9, 2017 - Last Updated April 19, 2019
The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Date Published August 8, 2017 - Last Updated March 23, 2020
Many new managers feel insecure about their new position, but there are things that you can do to ease your transition into a support center manager role.
Date Published August 3, 2017 - Last Updated December 6, 2017
The customer experience—the sum total of customer and user reactions to all the touchpoints with an organization over time—belongs to the customer.
Date Published August 2, 2017 - Last Updated April 19, 2019
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