While many ITSM or ticketing tools do track elapsed time since the ticket was opened, they are not intended to track analyst or technician travel time.
Date Published August 18, 2016 - Last Updated December 15, 2016
The C in FCR used to stand for first call resolution. Then along came other channels for technical support.
Date Published August 11, 2016 - Last Updated December 15, 2016
It's time for another round of Tech Support Confessions! In this week's installment, your peers share their frustrations, accomplishments, affirmations, wry observations, critiques, and secret crushes (no, really!).
Date Published August 9, 2016 - Last Updated December 15, 2016
It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
Date Published August 9, 2016 - Last Updated December 4, 2017
Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Date Published August 4, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed gamification and how it's being used in their organizations.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your greatest challenges.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share the buzz from your organization: DevOps? ITIL? Enterprise service management? We also asked you to share your trusted sources for industry information.
Date Published August 2, 2016 - Last Updated December 15, 2016
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Date Published July 29, 2016 - Last Updated December 15, 2016