Focus on these five key areas to help you fulfill your support center’s vision.
Tag(s): supportworld, support center, leadership, business alignment
August 16, 2018
Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
August 14, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Tag(s): supportworld, support center, service management, self-service, service catalog, knowledge management
July 31, 2018
Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.
Tag(s): supportworld, support center, service management, workforce enablement, knowledge management, KCS
July 26, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Tag(s): supportworld, service management, business value
July 25, 2018
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
July 19, 2018
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
July 18, 2018
Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Tag(s): workforce enablement, workforce enablement, support center, supportworld, training
June 19, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
June 12, 2018
Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Tag(s): supportworld, service management, ITSM, support center
June 7, 2018