Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
Date Published January 3, 2019 - Last Updated December 17, 2019
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
Date Published December 19, 2018 - Last Updated December 19, 2018
Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Tag(s): supportworld, service management, SLA, FAQ
Date Published December 6, 2018 - Last Updated February 13, 2019
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Tag(s): supportworld, technical support, workforce enablement, service management, support center, customer experience, desktop support, technology, metrics and measurements
Date Published November 30, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Tag(s): supportworld, metrics and measurements, service management, self-service
Date Published November 28, 2018 - Last Updated February 11, 2019
Deliver a positive employee experience through a data-focused service desk.
Tag(s): supportworld, metrics and measurements, service management, tools
Date Published November 19, 2018 - Last Updated December 13, 2018
Data is important but is not enough on its own. Using your data to communicate can help you establish trust.
Tag(s): supportworld, metrics and measurements, ITSM, service management
Date Published November 15, 2018 - Last Updated December 13, 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
Date Published November 1, 2018 - Last Updated December 13, 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
Date Published October 31, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Tag(s): supportworld, metrics and measurements, staffing
Date Published October 11, 2018 - Last Updated December 13, 2018