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
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Date Published September 4, 2018 - Last Updated December 13, 2018
Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Date Published August 14, 2018 - Last Updated December 13, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Date Published August 9, 2018 - Last Updated December 13, 2018
When you re-focus customer service to play a strategic role in the larger customer experience, the benefits to both are tremendous.
Date Published August 1, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Date Published July 31, 2018 - Last Updated December 13, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Date Published July 25, 2018 - Last Updated December 13, 2018
How to design service portals and service catalogs so people will use them.
Date Published July 24, 2018 - Last Updated December 13, 2018
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Date Published July 17, 2018 - Last Updated December 13, 2018