Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
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.
Date Published November 28, 2018 - Last Updated February 11, 2019
Deliver a positive employee experience through a data-focused service desk.
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.
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.
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.
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.
Date Published October 11, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Date Published October 4, 2018 - Last Updated December 13, 2018
Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Date Published September 25, 2018 - Last Updated December 13, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Date Published September 19, 2018 - Last Updated December 13, 2018