Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stuart to be involved in the community.
Date Published May 24, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Date Published May 23, 2017 - Last Updated December 6, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Date Published May 23, 2017 - Last Updated December 6, 2017
Karen Ferris was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Date Published May 16, 2017 - Last Updated December 6, 2017
Making the most of a conference experience includes comfy shoes and taking actionable items back to your organization.
Date Published May 5, 2017 - Last Updated December 6, 2017
Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Date Published May 4, 2017 - Last Updated December 6, 2017
Email is still an important channel for support centers, and good written communication is not to be taken for granted.
Date Published April 27, 2017 - Last Updated December 6, 2017
A new UFFA scoring method could help you gain a new appreciation for KCS expectations for your tech support staff and give you an action plan for optimizing KCS.
Date Published April 27, 2017 - Last Updated December 6, 2017
Learn why changing our data source from cases to articles moves us from reactive to proactive problem management for tech support.
Date Published April 20, 2017 - Last Updated December 6, 2017
You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Date Published April 12, 2017 - Last Updated December 6, 2017