In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk...
Tag(s): webinars, supportworld, metrics and measurements, reporting-and-analytics
Date Published - Last Updated November 9, 2015
The time has come for your organization to replace a key piece of technology. Senior management is on board, and money is available. Your frontline staff is thrilled that their tools will be updated. Now what?
Good technology and services cost good money, and tight budgets...
Tag(s): webinars, supportworld, return on investment - ROI, costs
Date Published - Last Updated August 17, 2016
Each year, companies spend tens of thousands of dollars on training that doesn’t deliver measurable results: employees don’t perform better, processes aren’t more efficient than before, communication is still poor, service delivery doesn’t improve, and customers are still dissatisfied. How can...
Tag(s): training, return on investment - ROI, ROI
Date Published - Last Updated March 10, 2021
The service desk is the face of IT, regardless of what technology resources and capabilities are ultimately deployed to deliver services, and we need to change the way we deal with our customers, who are becoming increasingly tech-savvy and demanding more adaptable business solutions. We must...
Tag(s): ITSM, service desk, SLA, service level agreement, service level management
Date Published - Last Updated February 25, 2016
Most IT professionals are familiar with the operational metrics of technical service and support: cost per ticket, first contact resolution rate, mean time to resolve—all are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and...
Tag(s): business of support, ROI, return on investment - ROI
Date Published - Last Updated February 26, 2016
We all have customers: internal or external, public or private sector, investors or shareholders. Regardless of who our customers are, we need to not only provide them with an excellent product or an exceptional service, we must also ...
Tag(s): customer service, customer-satisfaction-measurement, metrics and measurements, supportworld
Date Published - Last Updated February 26, 2016
Do you ever lay awake at night wondering, “Billy’s my star performer, but what if he doesn’t come in on Monday (again)? Am I going to have enough staff? If I’m short-staffed, how will I cover the workload, projects, and contact volumes?” In my capacity as an instructor for the HDI Support Center...
Tag(s): metrics and measurements, people, workforce enablement
Date Published - Last Updated February 25, 2016
If your service desk already has a great set of processes in place, good news: with just a little effort, you can reuse many of those same processes to optimize and improve your knowledge management program! After all, reuse is one of the main principles of Knowledge-Centered Support (KCS)....
Tag(s): KCS, KM, knowledge management, metrics and measurements
Date Published - Last Updated February 25, 2016
Reporting is like food. Some dishes are simple, requiring few ingredients; some are more complex, requiring more (and more unique) ingredients. We all have our own flavor preferences. IT reporting is much the same. Depending on your department and your management’s desires, your business’s...
Tag(s): technology, reporting-and-analytics, supportworld
Date Published - Last Updated February 26, 2016
If you’ve been a support center manager for more than ten minutes, you’ve probably been faced with the question, “How is your team doing?” Because of the role they play, support organizations are often large and/or highly visible. As a result, senior IT leadership wants to understand the return...
Tag(s): leadership, metrics and measurements, performance management
Date Published - Last Updated February 25, 2016