Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Date Published November 28, 2017 - Last Updated December 6, 2017
How one company combined two service desks into one highly functional, efficient, and customer-centric IT service desk and created a robust training program at the same time.
Date Published October 19, 2017 - Last Updated December 6, 2017
See how Minnesota State University, Mankato is working to nurture a culture around knowledge sharing and gamified training for all support center employees.
Date Published October 10, 2017 - Last Updated December 6, 2017
AI and automation allow IT departments to create better customer-supporting solutions.
Date Published September 26, 2017 - Last Updated June 15, 2018
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Date Published September 25, 2017 - Last Updated December 6, 2017
Multilingual support is a growing priority for enterprise service desks.
Date Published September 14, 2017 - Last Updated January 21, 2020
For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Date Published September 11, 2017 - Last Updated April 19, 2019
What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Date Published September 6, 2017 - Last Updated April 19, 2019
Follow these five steps to build a service portal that enhances your business operations and provides cost savings.
Date Published August 31, 2017 - Last Updated December 6, 2017