Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
September 18, 2018
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Tag(s): automation, supportworld, support center
September 12, 2018
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Tag(s): supportworld, ITSM, devops, service management
September 11, 2018
There is still heated debate about which is better, or more relevant, or more modern: DevOps or ITSM.
Tag(s): supportworld, service management, ITSM, devops
August 8, 2018
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
July 18, 2018
Use lessons learned from the cloud to optimize service management.
Tag(s): supportworld, service management, ITSM, cloud computing
July 12, 2018
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
June 27, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
June 20, 2018
Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Tag(s): supportworld, service management, ITSM, automation
May 30, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
May 17, 2018