Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
Date Published August 14, 2018 - Last Updated December 13, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Tag(s): supportworld, service management, business value
Date Published July 25, 2018 - Last Updated December 13, 2018
Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.
Tag(s): supportworld, desktop support, metrics and measurements
Date Published July 11, 2018 - Last Updated December 13, 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
Date Published June 20, 2018 - Last Updated December 13, 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
Date Published June 5, 2018 - Last Updated December 13, 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
Date Published May 17, 2018 - Last Updated December 13, 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
Date Published May 16, 2018 - Last Updated December 13, 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
Date Published May 8, 2018 - Last Updated December 13, 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
Date Published April 18, 2018 - Last Updated December 13, 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
Date Published April 10, 2018 - Last Updated April 8, 2020