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Featured Resource: Industry Report

2018 Technical Support Practices & Salary Report 

The data reported in the annual Technical Support Practices & Salary Report provides insight into current processes, technologies, metrics, staffing, and salaries in support centers and desktop support. Learn more...

 

 
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

 
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
September 4, 2018