Artificial Intelligence, machine learning, bots, and other automation tools are poised to make a large impact on support.
Tag(s): supportworld, metrics and measurements, automation
February 27, 2018
While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Tag(s): supportworld, support center, automation, customer experience
February 21, 2018
Automation has the potential to improve IT service and support. But that potential will be realized only if we determine how we are going to apply the technology.
Tag(s): supportworld, technology, automation
February 20, 2018
Research suggests that many companies are aware of their shortcomings in mobile support and have plans to address it.
Tag(s): supportworld, support center, technology, mobile device support, mobility
February 16, 2018
If end users are the primary security concern, the solution is to integrate the service desk with cybersecurity efforts.
Tag(s): supportworld, security management, technology, service management, support center
January 26, 2018
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
January 19, 2018
Technical support is not going away anytime soon…
Tag(s): supportworld, support center, technical support, automation, staffing
December 28, 2017
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
December 7, 2017
Chat as a support channel is gaining in popularity. But chat is not perfect for every type of interaction. You must identify the ideal issue types before implementation.
Tag(s): supportworld, support channels, support center, chat
December 5, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Tag(s): supportworld, people, organizational change management, service management, change management, technology
November 22, 2017