Implementing a new ticketing system involves not just changing a system, but also the people and processes connected to that system.
Date Published October 17, 2018 - Last Updated December 13, 2018
To optimize the customer experience and achieve greater customer satisfaction, we must recognize and address the work-style preferences of modern knowledge workers.
Date Published October 16, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Date Published October 11, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Date Published October 10, 2018 - Last Updated December 13, 2018
Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Date Published October 9, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Date Published October 4, 2018 - Last Updated December 13, 2018
If you want to improve the customer experience, look beyond the confines of the IT box and understand how your business delivers service and achieves it business objectives.
Date Published October 3, 2018 - Last Updated December 13, 2018
Delivering a positive customer experience is much more than simply fixing the problem. It depends on every interaction and action throughout the process.
Date Published October 2, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Date Published September 27, 2018 - Last Updated December 13, 2018
Coaches don’t fail because they don’t understand the business. They fail because they don’t understand and empower the people who work for them.
Date Published September 26, 2018 - Last Updated December 13, 2018