Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Date Published December 7, 2017 - Last Updated December 12, 2017
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Date Published November 28, 2017 - Last Updated December 6, 2017
The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Date Published November 9, 2017 - Last Updated December 6, 2017
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Date Published November 1, 2017 - Last Updated December 6, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Date Published October 31, 2017 - Last Updated December 6, 2017
When Ellie Mae Technical Support adopted KCS, they reduced handle times, improved self-service options, and increased customer satisfaction.
Date Published October 23, 2017 - Last Updated December 6, 2017
How one company combined two service desks into one highly functional, efficient, and customer-centric IT service desk and created a robust training program at the same time.
Date Published October 19, 2017 - Last Updated December 6, 2017
Gregg Gregory was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what challenges he anticipates for service management.
Date Published October 17, 2017 - Last Updated December 6, 2017
With recent events in Las Vegas, Texas, Florida, and the Caribbean, it is ever more important that we serve our communities, in both small and significant ways, to help them recover and thrive.
Date Published October 2, 2017 - Last Updated October 2, 2020