Cost reduction, increased end-user satisfaction, and digital transformation are some of the benefits of a shift-left approach for your service desk.
Tag(s): supportworld, service management, ITSM, service desk, self-service, sponsored, support center
Date Published November 5, 2018 - Last Updated December 13, 2018
The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Tag(s): supportworld, support center, service management, customer experience, desktop support, metrics and measurements, workforce enablement, technology
Date Published November 1, 2018 - Last Updated December 13, 2018
Learn how to integrate troubleshooting and knowledge into your self-service portal to transform your customers’ experience with incident management.
Tag(s): supportworld, ITSM, service management, self-service, incident management, customer experience
Date Published October 25, 2018 - Last Updated December 13, 2018
Learn how PowerSchool’s service desk developed a service catalog, standardized processes, and established SLAs to deliver quality service and restore their reputation.
Tag(s): supportworld, service management, ITSM, IT Service Management - ITSM, Ticket Management, customer experience, case study
Date Published October 24, 2018 - Last Updated December 13, 2018
Responsive design, self-help, and AI are three technologies you can implement to achieve a people-centric self-service environment that customers want to use.
Tag(s): supportworld, service management, ITSM, IT service management, self-service, automation
Date Published October 18, 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.
Tag(s): supportworld, customer experience, customer satisfaction
Date Published October 16, 2018 - Last Updated December 13, 2018
Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Tag(s): supportworld, customer experience, customer satisfaction, team building, teamwork, workforce enablement, workforce enablement
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.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
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.
Tag(s): supportworld, technical support, customer experience
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.
Tag(s): supportworld, customer service, customer experience, customer satisfaction
Date Published October 2, 2018 - Last Updated December 13, 2018