In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Date Published November 15, 2016 - Last Updated April 19, 2019
Not all technical support organizations measure employee satisfaction,but the news is mostly good in those organizations that do measure.
Date Published November 15, 2016 - Last Updated April 19, 2019
Where do you spend your time in the support center? If you are a manager and doing too much operational work, you might be neglecting to build a strategy for your team.
Date Published November 10, 2016 - Last Updated December 15, 2016
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Date Published November 9, 2016 - Last Updated December 1, 2017
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Date Published November 8, 2016 - Last Updated April 19, 2019
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Date Published October 26, 2016 - Last Updated April 19, 2019
Solving customers’ problems or answering their questions quickly and correctly matters more than taking the highest number of calls or closing the highest number of tickets. It isn’t a race, after all.
Date Published October 25, 2016 - Last Updated April 19, 2019
Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Date Published October 20, 2016 - Last Updated April 19, 2019
The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Date Published October 18, 2016 - Last Updated April 19, 2019
SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Date Published October 13, 2016 - Last Updated August 15, 2018