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
Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
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.
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.
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.
Date Published October 2, 2018 - Last Updated December 13, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Date Published September 19, 2018 - Last Updated December 13, 2018
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Date Published September 13, 2018 - Last Updated December 13, 2018