We all have expectations about what our support center staff members do know and what they should know. Sometimes, these expectations are not met.
Date Published July 5, 2017 - Last Updated December 6, 2017
It’s summertime in the northern hemisphere, and many people are taking vacation. That includes people who work in support centers, where staffing levels can be critical.
Date Published June 28, 2017 - Last Updated December 6, 2017
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Date Published June 22, 2017 - Last Updated December 6, 2017
Learn how one support center made the journey to shift left.
Date Published June 21, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Date Published June 7, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Date Published May 23, 2017 - Last Updated December 6, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Date Published May 23, 2017 - Last Updated December 6, 2017
It should not take a crisis to generate a meeting between support center and desktop support managers to keep the relationship between the two groups on track.
Date Published May 17, 2017 - Last Updated December 6, 2017
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Date Published May 10, 2017 - Last Updated December 6, 2017
The mission of technical support has been to get people back to work quickly after an incident or for a service request. But that can no longer be our primary mission.
Date Published April 26, 2017 - Last Updated April 19, 2019