The top five SupportWorld articles of 2016 cover themes tech support professionals tackle every day, including customer service, knowledge management, service metrics, gamification, shift-left, and the future of the service desk.
Date Published December 20, 2016 - Last Updated April 19, 2019
Learn what the business or IT partner wants to know, and then look at your current reports and metrics to see if they answer the question.
Date Published December 15, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their favorite metrics.
Date Published December 6, 2016 - Last Updated December 15, 2016
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support.
Date Published December 5, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Date Published November 15, 2016 - Last Updated April 19, 2019
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Date Published November 9, 2016 - Last Updated December 1, 2017
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Date Published November 8, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the metrics their organizations track and why.
Date Published November 8, 2016 - Last Updated December 15, 2016
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Date Published October 26, 2016 - Last Updated April 19, 2019
Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Date Published October 12, 2016 - Last Updated December 15, 2016