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Featured Resource: Special Report

The Technical Support Center of the Future 

Today’s consumers have at their fingertips more tools for communication, collaboration, and creativity than were hardly even imagined just a decade or two ago. But as technology evolves and becomes even more integral to business operations, technical support centers likely will need more diversified skill sets, including staff with nontechnical skills, to meet the needs of their organizations in the future. Learn more...


Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
May 15, 2019

Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Tag(s): supportworld, service management, service desk, self-service, customer experience, customer service
May 9, 2019

Attend to the details to reinvigorate your memory, health, and workspace.
Tag(s): supportworld, support center, workforce enablement
May 2, 2019

Extending the IT service desk to the enterprise can provide big returns and benefits to an organization—but only if you approach it properly.
Tag(s): supportworld, support center, service desk, service management, ITSM
May 1, 2019

Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Tag(s): supportworld, support center, self-service, automation, technology
April 25, 2019

Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
April 10, 2019

Having complementary skill sets on your service desk team is critical for effective problem solving and decision-making.
Tag(s): supportworld, workforce enablement, workforce enablement, teamwork, team building, service desk, support center
April 9, 2019

An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Tag(s): supportworld, support center, metrics and measurements, first call resolution
April 2, 2019

Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Tag(s): supportworld, service desk, metrics and measurements
March 26, 2019

Enterprise service management enables organizations to utilize a single operating model for all providers that offer goods and services internally.
Tag(s): supportworld, service management, service desk, ITSM, human resources
March 20, 2019