Make your self-service portal something customers actually want to use.
Tag(s): supportworld, support center, customer service, customer experience, self-service
November 13, 2019
The key to support in this era of digital transformation is being able to help customers wherever they are, on any device and from any location.
Tag(s): supportworld, service desk, support center, customer experience, customer service
November 6, 2019
How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
October 30, 2019
The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
October 28, 2019
Use student workers to augment your tech support staff and better serve your customers.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service desk, customer experience, customer service
October 23, 2019
Roy Atkinson talks with Barclay Rae about the evolving role of IT, digital transformation, and related topics.
Tag(s): supportworld, podcast, service management, business value, technology
October 17, 2019
Today’s tech support professional needs to focus less on script-based support and more on monitoring, connectivity, and security.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, service desk, future of support
October 9, 2019
Carlos Casanova delves into how to apply a systems approach to conquer the challenges of implementing a CMDB.
Tag(s): supportworld, service management, service desk, configuration management
October 8, 2019
Now is a great time to take a good, hard look at your support strategy and consider a mobile-first approach.
Tag(s): supportworld, support center, customer experience, desktop support, mobile device support
September 24, 2019
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience, service management
September 23, 2019