HDI’s The State of Tech Support 2023 is an invaluable resource as you plan for an uncertain future. And it is available to all HDI community members for free.
Tag(s): supportworld, support models, technology
June 7, 2023
Too often, IT departments use metrics and language that don’t translate outside the department. Here are some suggestions to help.
Tag(s): supportworld, support models, technology
June 7, 2023
IT service and support should not be unending waves of stress. Here is how to lower the temperature and improve customer satisfaction.
Tag(s): supportworld, support models, technology
June 6, 2023
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support observation.
Tag(s): supportworld, support models, technology
June 5, 2023
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Tag(s): supportworld, support models, technology
June 5, 2023
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
May 24, 2023
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
May 24, 2023
Great managers practice great management skills. Here are a few suggestions for what to work on when you step into a managerial role.
Tag(s): supportworld, support models, best practice
May 24, 2023
We ask a few questions of Esther Pham, Director, Enterprise Service Desk at WBM, and a member of the HDI Strategic Advisory Board. She says it’s important to embrace challenges.
Tag(s): supportworld, support models, best practice
May 23, 2023
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Tag(s): supportworld, support models, technology
May 17, 2023