For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Date Published September 11, 2017 - Last Updated April 19, 2019
What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Date Published September 6, 2017 - Last Updated April 19, 2019
When Elon University decided to implement change management, the biggest problem was getting stakeholders on board with the process.
Date Published August 31, 2017 - Last Updated April 19, 2019
Change management process design and execution depend on a number of factors. Here are some of the do’s and don’ts for success.
Date Published August 24, 2017 - Last Updated September 17, 2024
Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Date Published August 23, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Date Published July 27, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Date Published July 20, 2017 - Last Updated December 6, 2017
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Date Published June 22, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Date Published June 7, 2017 - Last Updated December 6, 2017
John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Date Published June 6, 2017 - Last Updated December 6, 2017