Assessing your need for cultural change is the number one thing you are not doing in your plan to move to enterprise service management (ESM).
Date Published August 30, 2017 - Last Updated December 6, 2017
Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Date Published August 23, 2017 - Last Updated December 6, 2017
With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Date Published August 17, 2017 - Last Updated December 6, 2017
In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Date Published August 15, 2017 - Last Updated January 20, 2023
Customer service expert Jeff Toister suggests three things you can do to get your employees more customer-focused.
Date Published August 15, 2017 - Last Updated December 6, 2017
Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Date Published August 15, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Date Published August 15, 2017 - Last Updated December 6, 2017
The customer experience—the sum total of customer and user reactions to all the touchpoints with an organization over time—belongs to the customer.
Date Published August 2, 2017 - Last Updated April 19, 2019
As one of HDI’s Top 25 Thought Leaders, customer service expert Nate Brown shares what motivates him to be involved in the community.
Date Published July 25, 2017 - Last Updated December 6, 2017
Customer experience is on everyone’s radar. If you haven’t thought about it, it’s time to start.
Date Published July 19, 2017 - Last Updated December 6, 2017