In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Date Published August 15, 2017 - Last Updated January 20, 2023
Customer service expert Jeff Toister suggests three things you can do to get your employees more customer-focused.
Date Published August 15, 2017 - Last Updated December 6, 2017
Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Date Published August 15, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Date Published August 15, 2017 - Last Updated December 6, 2017
The customer experience—the sum total of customer and user reactions to all the touchpoints with an organization over time—belongs to the customer.
Date Published August 2, 2017 - Last Updated April 19, 2019
As one of HDI’s Top 25 Thought Leaders, customer service expert Nate Brown shares what motivates him to be involved in the community.
Date Published July 25, 2017 - Last Updated December 6, 2017
Customer experience is on everyone’s radar. If you haven’t thought about it, it’s time to start.
Date Published July 19, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Date Published July 18, 2017 - Last Updated December 6, 2017
Surveys are a great tool for letting you know where you stand with your customers. But remember that customer satisfaction begins with service delivery.
Date Published July 13, 2017 - Last Updated December 6, 2017
FCR is a measure of how effectively your service desk conducts its business, and customer satisfaction is strongly correlated with FCR.
Date Published July 12, 2017 - Last Updated December 6, 2017