More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total...

Tag(s): remote support tools, webinars, virtual work, virtual support tools, support models, supportworld
Date Published - Last Updated September 24, 2021

 

 

Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy...

Tag(s): supportworld, webinars, automation, future of support
Date Published - Last Updated September 24, 2021

 

 

Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published - Last Updated September 24, 2021

 

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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...

Tag(s): webinars, industry, people
Date Published - Last Updated May 18, 2018

 

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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...

Tag(s): webinars, industry, people
Date Published - Last Updated May 21, 2018

 

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
Date Published - Last Updated February 21, 2017

Tag(s): supportworld, webinars, future of support, people, professional development
Date Published - Last Updated August 18, 2016

 

Support automation can decrease inaccuracy in areas such as ticket categorization and assignment, and it can streamline processes and reduce human error. In this webinar, Ken Gonzalez, managing partner of Engaged Consulting, Inc., will explore what it takes to automate and why your support...

Tag(s): webinars, automation, support center, support operations, service desk
Date Published - Last Updated July 23, 2015

 

Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...

Tag(s): communications skills, best practice, webinars, supportworld
Date Published - Last Updated October 13, 2015

 

With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.

Tag(s): service management, webinars, trends, technology, technical support
Date Published - Last Updated September 30, 2015