Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Date Published December 7, 2016 - Last Updated January 4, 2017
In last week's #HDIchat, participants discussed their favorite metrics.
Date Published December 6, 2016 - Last Updated December 15, 2016
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.
Date Published December 5, 2016 - Last Updated April 19, 2019
Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Date Published December 1, 2016 - Last Updated October 31, 2016
Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Date Published December 1, 2016 - Last Updated April 19, 2019
Often, the only interaction end users have with IT is through a phone call to the support center. How the analyst handles the telephone call will often make or break the customer experience.
Date Published November 29, 2016 - Last Updated April 19, 2019
Excellence in five areas of customer service can contribute greatly to the effectiveness of service management, which is expanding beyond the world of IT.
Date Published November 17, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Date Published November 15, 2016 - Last Updated April 19, 2019
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Date Published November 9, 2016 - Last Updated December 1, 2017
Sooner or later, it happens, even in the best support centers. Anyone in a customer-facing position has come to grips with being contacted by an angry customer.
Date Published October 27, 2016 - Last Updated April 19, 2019