Today’s tech support professional needs to focus less on script-based support and more on monitoring, connectivity, and security.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, service desk, future of support
October 9, 2019
Now is a great time to take a good, hard look at your support strategy and consider a mobile-first approach.
Tag(s): supportworld, support center, customer experience, desktop support, mobile device support
September 24, 2019
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience, service management
September 23, 2019
The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.
Tag(s): supportworld, service management, workforce enablement, support center, metrics and measurements, desktop support, customer experience, technology
September 16, 2019
Learn the first steps to creating a strategy that is simple, relevant, and achievable and that keeps up with the pace of change in today's business environments.
Tag(s): supportworld, service management, business value, leadership, support center
September 6, 2019
Successful change management requires getting buy in from stakeholders.
Tag(s): supportworld, service management, change management, case study
August 28, 2019
Understanding, focusing on, and improving value is the most important thing any service and support organization can do.
Tag(s): supportworld, business value, service management, ITIL, ITSM
August 21, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
August 15, 2019
Learn how an IT organization centralized the fulfillment process to improve efficiency, create a better customer experience, and save money.
Tag(s): supportworld, service management, customer experience, asset management
August 13, 2019
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
August 8, 2019