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Featured Resource

"Your Call Is Important to Us": Customer Service vs. Customer Experience 

The customer experience is spread across the organization, beyond IT, making it much harder to envision and manage effectively. As a result, many companies have fallen into the trap of providing inadequate and sometimes downright poor support to their customers. Read more...


Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Tag(s): supportworld, metrics and measurements, customer satisfaction, customer experience
April 16, 2019

Routinely identifying and challenging your assumptions can be a powerful tool in customer experience.
Tag(s): supportworld, customer experience, customer service, customer satisfaction
April 11, 2019

Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
April 10, 2019

How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
March 19, 2019

IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
March 6, 2019

Customer experience is the result of everything that happened during the caller’s engagement with IT.
Tag(s): supportworld, customer service, customer experience, support center
February 13, 2019

HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
February 11, 2019

HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
February 8, 2019

With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Tag(s): supportworld, metrics and measurements, service desk, business of support, business value
February 5, 2019

Deborah Monroe shares insights on how to become more strategic and less reactive in interpersonal interactions.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, customer experience, customer satisfaction, people
January 31, 2019