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.
Date Published February 22, 2018 - Last Updated February 1, 2019
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.
Date Published February 20, 2018 - Last Updated December 13, 2018
Research suggests that many companies are aware of their shortcomings in mobile support and have plans to address it.
Date Published February 16, 2018 - Last Updated December 13, 2018
If end users are the primary security concern, the solution is to integrate the service desk with cybersecurity efforts.
Date Published January 26, 2018 - Last Updated December 13, 2018
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Date Published January 19, 2018 - Last Updated January 23, 2019
Technical support is not going away anytime soon…
Date Published December 28, 2017 - Last Updated December 20, 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.
Date Published December 7, 2017 - Last Updated December 12, 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.
Date Published December 5, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Date Published November 22, 2017 - Last Updated August 9, 2018
Did you know workspace analytics can help your support team save hours in productivity? Read to learn how easily you can optimize your service desk!
Date Published November 10, 2017 - Last Updated March 10, 2021