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
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Date Published July 28, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Date Published July 17, 2016 - Last Updated December 15, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Date Published July 3, 2016 - Last Updated December 15, 2016
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Date Published June 27, 2016 - Last Updated July 19, 2018
Self-service is an important tactic for successful end-user support. But be aware that Tier 0 does have effects on the traditional metrics support centers use.
Date Published June 22, 2016 - Last Updated December 15, 2016