If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...
Date Published June 3, 2019 - Last Updated September 22, 2021
The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control...
Date Published June 3, 2019 - Last Updated September 22, 2021
The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...
Date Published June 3, 2019 - Last Updated September 22, 2021
While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple...
Date Published June 3, 2019 - Last Updated September 22, 2021
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Date Published May 15, 2019 - Last Updated December 17, 2019
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Date Published May 9, 2019 - Last Updated December 17, 2019
Attend to the details to reinvigorate your memory, health, and workspace.
Date Published May 2, 2019 - Last Updated December 17, 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.
Date Published May 1, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Date Published April 25, 2019 - Last Updated December 17, 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.
Date Published April 10, 2019 - Last Updated December 17, 2019