Everyone in the organization should be involved in preventing cyberattacks, including service desk staff.
Date Published October 30, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Date Published October 4, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Date Published September 27, 2018 - Last Updated December 13, 2018
Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Date Published September 25, 2018 - Last Updated December 13, 2018
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Date Published September 12, 2018 - Last Updated February 8, 2019
Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Date Published September 5, 2018 - Last Updated December 13, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Date Published September 4, 2018 - Last Updated December 13, 2018
Focus on these five key areas to help you fulfill your support center’s vision.
Date Published August 16, 2018 - Last Updated December 13, 2018
Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Date Published August 14, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Date Published July 31, 2018 - Last Updated December 13, 2018