Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
July 19, 2018
Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.
Tag(s): supportworld, desktop support, metrics and measurements
July 11, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
June 20, 2018
Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, technical support
June 5, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
May 17, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
May 16, 2018
Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Tag(s): supportworld, metrics and measurements, desktop support
May 8, 2018
Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Tag(s): supportworld, training, certification, technical support, workforce enablement, workforce enablement
April 18, 2018
The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Tag(s): supportworld, service management, security management, costs, asset management
April 10, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
March 28, 2018