Paul Dooley explains the typical structure for a service desk that uses a tiered support model and the possibility of combining tiered support with a swarming model.
Tag(s): supportworld, support center, technical support, staffing, support models
November 8, 2018
Roy Atkinson talks with Patti Blackstaffe to learn what people strategy means and why it matters to IT success.
Tag(s): supportworld, workforce enablement, service management, change management, ITSM
November 6, 2018
The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Tag(s): supportworld, support center, service management, customer experience, desktop support, metrics and measurements, workforce enablement, technology
November 1, 2018
Ensure that your training goals are aligned with overall business goals and establish measurements for gauging effectiveness of that training.
Tag(s): supportworld, training, business alignment, metrics and measurements, technical support
October 31, 2018
Implementing a new ticketing system involves not just changing a system, but also the people and processes connected to that system.
Tag(s): supportworld, service management, ITSM, change management, tools
October 17, 2018
Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Tag(s): supportworld, service management, ITSM, change management
October 10, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
October 4, 2018
If you want to improve the customer experience, look beyond the confines of the IT box and understand how your business delivers service and achieves it business objectives.
Tag(s): supportworld, technical support, customer experience
October 3, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
September 19, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
September 18, 2018