Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Date Published October 2, 2016 - Last Updated December 15, 2016
If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Date Published September 12, 2016 - Last Updated December 15, 2016
Data without understanding can be dangerous. Always ask "why?"
Date Published August 18, 2016 - Last Updated December 15, 2016
The C in FCR used to stand for first call resolution. Then along came other channels for technical support.
Date Published August 11, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Date Published July 28, 2016 - Last Updated December 15, 2016
Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Date Published July 22, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Date Published July 19, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Date Published July 19, 2016 - Last Updated December 15, 2016
Designing a ticket categorization structure that not only makes sense, but which can also stand the test of time is an important, if difficult, task. Support organizations must strike a balance between selecting categories that are easy for analysts to choose correctly and producing reports that...
Date Published July 14, 2016 - Last Updated July 14, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Date Published July 3, 2016 - Last Updated December 15, 2016