In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk...
Date Published - Last Updated November 9, 2015
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Date Published - Last Updated May 11, 2016
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Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of...
Date Published - Last Updated September 24, 2021
We all want an engaged support organization, yet success has eluded us. According to a 2017 Gallup report, employee engagement is stuck in a rut. This interactive webinar will show you five practical ways you can quickly boost staff engagement, starting today.
Customer...
Date Published - Last Updated September 24, 2021
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Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of...
Date Published - Last Updated March 7, 2018
Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible.
Date Published - Last Updated September 24, 2021
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Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it's simple; in the real world, it's a far cry harder. This webinar presents a...
Date Published - Last Updated January 29, 2018
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Both the scope and velocity...
Date Published - Last Updated January 29, 2018
More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as...
Date Published - Last Updated September 24, 2021
Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...
Date Published - Last Updated September 24, 2021