Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Date Published December 19, 2018 - Last Updated December 19, 2018
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Date Published November 30, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Date Published November 28, 2018 - Last Updated February 11, 2019
Your team’s service delivery should include a continuous improvement cycle that asks if you are providing the right service now and for the future.
Date Published November 14, 2018 - Last Updated December 13, 2018
Cost reduction, increased end-user satisfaction, and digital transformation are some of the benefits of a shift-left approach for your service desk.
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.
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.
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.
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.
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.
Date Published October 16, 2018 - Last Updated December 13, 2018