In last week's #HDIchat, participants discussed the role of the service desk in information security.
Date Published September 13, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Date Published September 13, 2016 - Last Updated December 15, 2016
If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Date Published September 12, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Date Published September 7, 2016 - Last Updated December 15, 2016
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Date Published August 31, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants considered whether they've been operating their service desks with the customer experience in mind.
Date Published August 30, 2016 - Last Updated December 15, 2016
In the quest to lower costs, it common to talk about deflecting phone calls to less expensive tech support channels such as self-service, chat, web forms, and email.
Date Published August 25, 2016 - Last Updated December 15, 2016
The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Date Published August 24, 2016 - Last Updated February 1, 2017
In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed gamification and how it's being used in their organizations.
Date Published August 2, 2016 - Last Updated December 15, 2016