Learn how one support center made the journey to shift left.
Date Published June 21, 2017 - Last Updated December 6, 2017
Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Date Published June 13, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Date Published June 7, 2017 - Last Updated December 6, 2017
To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Date Published June 1, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Date Published May 23, 2017 - Last Updated December 6, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Jeff Toister shares what motivates him to be involved in the community.
Date Published May 11, 2017 - Last Updated December 6, 2017
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Date Published May 10, 2017 - Last Updated December 6, 2017
Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Date Published May 4, 2017 - Last Updated December 6, 2017
Email is still an important channel for support centers, and good written communication is not to be taken for granted.
Date Published April 27, 2017 - Last Updated December 6, 2017
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Date Published April 19, 2017 - Last Updated December 6, 2017