Confrontation is a good thing, and it is one of the most important skills you need as a leader.
Date Published May 25, 2017 - Last Updated December 6, 2017
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.
Date Published May 24, 2017 - Last Updated December 6, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Date Published May 23, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Date Published May 23, 2017 - Last Updated December 6, 2017
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.
Date Published May 18, 2017 - Last Updated December 6, 2017
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.
Date Published May 17, 2017 - Last Updated December 6, 2017
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.
Date Published May 16, 2017 - Last Updated December 6, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Jeff Toister shares what motivates him to be involved in the community.
Date Published May 11, 2017 - Last Updated December 6, 2017
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Date Published May 10, 2017 - Last Updated December 6, 2017
What kind of work would you expect from someone if they accepted that their work was inherently less valuable and advancement was a myth?
Date Published May 9, 2017 - Last Updated December 6, 2017