As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...
Date Published - Last Updated January 25, 2023
Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...
Date Published - Last Updated September 24, 2021
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Date Published - Last Updated February 21, 2017
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In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they...
Date Published - Last Updated September 20, 2016
Gain a better understanding of the total customer experience! In this webinar, Julie Mohr will cover the core concepts of customer experience management, including the five steps of the CEM framework:
- Analyzing the experiential world of the customer
...
Date Published - Last Updated September 9, 2015
Coaching involves regular communication with the goal of building skills through encouraging feedback. In this webinar, Mary Cruse will introduce attendees to the coaching feedback loop, which includes preplanning events as well as the ever-important one-on-one coaching session. She'll...
Date Published - Last Updated August 19, 2015
You aren't defined by your job, but rather by how you do your job. When you master customer service skills, you develop transferrable skills—leadership, emotional intelligence, relationship building, resourcefulness, problem solving, and more—that will serve you well in any...
Date Published - Last Updated September 24, 2015
Jason Young presents his innovative perspective on creating and sustaining a high-performance workplace where people can do their best work. Based on his recent book, The Culturetopia Effect, Jason will explain how leadership defines organizational values,...
Date Published - Last Updated December 30, 2014
For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Date Published - Last Updated February 25, 2016
In the business world, we’re often required to decide between products or services we don’t know much about; this is especially true when it comes to new, cutting-edge technology and trends. We’re much more susceptible to hype when we’re in unfamiliar territory and have no prior experience. This...
Date Published - Last Updated February 25, 2016