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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...


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

How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
March 19, 2019

There’s a story somewhere in your data. You just need to learn how to tell it.
Tag(s): supportworld, metrics and measurements, support center
March 12, 2019

IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
March 6, 2019

Diversity and inclusion are part of smarter service and better business practices that we can all embrace.
Tag(s): supportworld, workforce enablement, workforce enablement, training, support center, leadership
February 26, 2019

Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains.
Tag(s): supportworld, metrics and measurements, staffing, support center
February 20, 2019

HDI community members want to know whether to classify service performance issues as incidents or requests. Paul Dooley has the answer.
Tag(s): supportworld, service desk, service management, incident management, performance management
February 19, 2019

Customer experience is the result of everything that happened during the caller’s engagement with IT.
Tag(s): supportworld, customer service, customer experience, support center
February 13, 2019