Register now!
More and more organizations are using the shift-left approach to support, bringing more complex work down...
Date Published - Last Updated February 21, 2017
Register now!
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
Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...
Date Published - Last Updated December 30, 2014
A comprehensive list of Customer Experience information and tools.
Date Published - Last Updated March 27, 2025
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Date Published - Last Updated December 15, 2016
According to a MetricNet study, 84 percent of end users base their entire perception of IT on the day-to-day interactions they have with technical support. A related finding in recent HDI research on inbound contact channels shows that the channel with the highest customer satisfaction—by far—is...
Date Published - Last Updated February 25, 2016