The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Date Published September 13, 2018 - Last Updated December 13, 2018
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Date Published September 12, 2018 - Last Updated February 8, 2019
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Date Published September 11, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for service desk staffing during peaks in demand.
Date Published September 6, 2018 - Last Updated December 13, 2018
Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Date Published September 5, 2018 - Last Updated December 13, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Date Published September 4, 2018 - Last Updated December 13, 2018
An effective categorization scheme can reduce costs and improve performance and customer satisfaction.
Date Published August 31, 2018 - Last Updated December 13, 2018
While enterprise service management—the use of ITSM principles, best practice, and technology outside of IT—has been around a while, its time is very much now.
Date Published August 23, 2018 - Last Updated December 13, 2018
Process documentation and adoption is often performed in a painstakingly difficult and time-consuming manner. Journey mapping can help simplify the process.
Date Published August 22, 2018 - Last Updated December 13, 2018
Focus on these five key areas to help you fulfill your support center’s vision.
Date Published August 16, 2018 - Last Updated December 13, 2018