Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Date Published - Last Updated April 30, 2015
There are many reasons to monitor quality in the support center, and many ways to do it. This white paper, based on recent research, reveals the current state of quality assurance in technical support centers.
Date Published - Last Updated September 30, 2015
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Date Published - Last Updated September 30, 2015
A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Date Published - Last Updated December 30, 2014
Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle to get the funding needed to...
Date Published - Last Updated April 29, 2015
Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...
Date Published - Last Updated August 17, 2016
A comprehensive list of Customer Experience information and tools.
Date Published - Last Updated March 27, 2025
Register now!
In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they...
Date Published - Last Updated September 20, 2016
A comprehensive list of technology information and tools.
Date Published - Last Updated March 27, 2025
Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...
Date Published - Last Updated December 30, 2014