Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers.
Date Published August 1, 2019 - Last Updated February 4, 2020
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Date Published July 31, 2019 - Last Updated December 17, 2019
Getting a good knowledge management program running and maintaining its momentum requires commitment, investment, learning, and sustained effort.
Date Published July 23, 2019 - Last Updated December 17, 2019
The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Date Published July 9, 2019 - Last Updated December 17, 2019
Jeff Rumburg defines how value is created in IT service and support.
Date Published June 27, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Jeff Toister about hidden obstacles to good customer service, the importance of empathy, what causes broken systems, and more.
Date Published June 25, 2019 - Last Updated December 17, 2019
Beware of comments and assumptions that can lead to service delivery that is simply adequate rather than exceptional.
Date Published June 11, 2019 - Last Updated December 17, 2019
The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control...
Date Published June 3, 2019 - Last Updated September 22, 2021
While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple...
Date Published June 3, 2019 - Last Updated September 22, 2021
For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...
Date Published June 3, 2019 - Last Updated September 24, 2021