HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
February 8, 2019
With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Tag(s): supportworld, metrics and measurements, service desk, business of support, business value
February 5, 2019
Roy Atkinson and Pete McGarahan discuss the shift-left strategy, knowledge management, data management, communicating value, and much more.
Tag(s): supportworld, service management, ITSM, knowledge management, automation, metrics and measurements
January 30, 2019
The typical channel mix for service desks is evolving, potentially reducing costs for your organization.
Tag(s): supportworld, metrics and measurements, support channels, support center
January 24, 2019
Roy illustrates why ratios don’t work for determining staffing levels.
Tag(s): supportworld, staffing, metrics and measurements, research, community
January 15, 2019
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
January 3, 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
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
December 6, 2018
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
November 30, 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
November 28, 2018