Good incident management practices require IT to follow a process and communicate with customers.
Tag(s): support center, supportworld, service desk, incident management, best practice, process management
Date Published June 1, 2016 - Last Updated December 15, 2016
Outsourcing, automation, and technology are forcing technical support teams to adapt the way they work. Developing right-brain skills might just be the answer.
Tag(s): culture, future of support, human resources, people, problem solving and troubleshooting, support center, supportworld
Date Published May 31, 2016 - Last Updated December 1, 2017
Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Tag(s): change management, devops, knowledge management, KCS, ITSM, supportworld, support center
Date Published April 29, 2016 - Last Updated December 1, 2017
Best practices in call handling can enhance the customer experience and dramatically help improve the perceived value of your support center.
Tag(s): supportworld, support operations, support center, desktop support, customer satisfaction
Date Published February 29, 2016 - Last Updated December 15, 2016
Support centers that handle escalations with consistent procedures provide better customer service and increase productivity.
Tag(s): best practice, escalation, service level management, support center, technical support, supportworld
Date Published February 26, 2016 - Last Updated April 19, 2019
The targets and commitments documented in our Service Level Agreements (SLAs) depend greatly on the strength of our Operational Level Agreements (OLAs).
Tag(s): technical support, SLA, service level agreement, OLA, operational level agreement - OLA, supportworld, support center
Date Published February 25, 2016 - Last Updated December 15, 2016
In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld
Date Published January 13, 2016 - Last Updated October 5, 2016
Many IT organizations struggle with user adoption when they release their first service portal. The user experience is the key to a successful service portal.
Tag(s): customer experience, customer satisfaction, customer service, knowledge management, service catalog, support center, support channels, supportworld
Date Published January 12, 2016 - Last Updated April 10, 2017
When your CSAT score is stuck at a once-revered 85 percent and you're being challenge to improve customer experience, what should you do? Welcome to adaptive quality management, the goal of which is to improve operational quality in order to drive higher customer satisfaction.
Tag(s): customer-satisfaction-measurement, customer satisfaction, hdi conference, business value, quality management
Date Published January 8, 2016 - Last Updated October 5, 2016
Contact center metrics such as First Call Resolution (FCR) can become difficult to measure when new channels are introduced into a service model.
Tag(s): customer satisfaction, customer-satisfaction-measurement, desktop support, first call resolution, metrics and measurements, multichannel support, reporting, social media, support channels, supportworld
Date Published December 17, 2015 - Last Updated May 11, 2016