Too often, IT orgs mislabel other metrics and offerings as SLAs. Here is why that can muddy the waters.
Tag(s): supportworld, support models, service level agreement
Date Published April 26, 2023 - Last Updated 100 Days, 7 Hours, 4 Minutes ago
We talk about how to have a meaningful, long-lasting relationship with IT service and support clients by utilizing this important metric.
Tag(s): supportworld, support models, service level agreement
Date Published March 21, 2023 - Last Updated 100 Days, 7 Hours, 4 Minutes ago
Too often, we feel that a performance review is just something that happens to us. HDI Featured Contributor Stephen Paskel has tips for taking ownership of the outcome.
Tag(s): supportworld, business intelligence, motivation
Date Published February 8, 2023 - Last Updated 218 Days, 8 Hours, 51 Minutes ago
Help us identify who provides the best advice and support in the industry, and we’ll compile a Top 25 list based on your suggestions.
Tag(s): supportworld, business intelligence, professional development
Date Published September 27, 2022 - Last Updated 245 Days, 5 Hours, 2 Minutes ago
Now’s your chance to join a blogging team of IT service and support professionals who share their knowledge with the community!
Tag(s): supportworld, business intelligence, professional development
Date Published September 26, 2022 - Last Updated 245 Days, 5 Hours, 2 Minutes ago
Simple surveys may mask deeper problems in your IT service process. Here is a method to ensure the best experience every time.
Tag(s): best practice, business intelligence, business of support, customer experience, customer satisfaction, supportworld
Date Published September 21, 2022 - Last Updated 245 Days, 5 Hours, 2 Minutes ago
Now that customer experience is the differentiator in the IT service business landscape, it’s time to make sure we are paying attention to the micro-moments of the customer journey.
Tag(s): best practice, business intelligence, supportworld
Date Published September 19, 2022 - Last Updated 245 Days, 5 Hours, 2 Minutes ago
An IT service veteran weighs the pros and cons of investing resources into this hot, new technology, and feels the picture for the road ahead may not be fleshed out in 3D.
Tag(s): best practice, business intelligence, business of support, change management, customer experience, supportworld
Date Published September 7, 2022 - Last Updated 245 Days, 5 Hours, 2 Minutes ago
A case is made that this metric provides the most complete look into the the perspective of your customer or client.
Tag(s): supportworld, best practice, metrics and measurements
Date Published July 22, 2022 - Last Updated 245 Days, 5 Hours, 2 Minutes ago
A primer or reminder on the ways you can help your employees or customers get what they need more quickly and efficiently.
Tag(s): supportworld, best practice, reporting
Date Published July 21, 2022 - Last Updated 245 Days, 5 Hours, 2 Minutes ago