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...
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...
Date Published - Last Updated September 24, 2021
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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...
Date Published - Last Updated May 18, 2018
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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...
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...
Date Published - Last Updated February 21, 2017
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Industry luminary Matt Hooper will...
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...
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...
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.
Date Published - Last Updated September 30, 2015
While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...
Date Published - Last Updated April 19, 2017