For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod
Date Published - Last Updated 7 Years, 364 Days, 1 Hour, 59 Minutes ago

 
Smartphones have become the utility pocketknife of modern life, in pockets and purses and within easy reach at all times. Never before has technology been kept in such close and intimate proximity. This physical closeness in itself encourages usage. What we also see happening is that the...
Tag(s): technology, service design, mobility
Date Published - Last Updated 7 Years, 364 Days, 2 Hours, 18 Minutes ago

 

 

Recent HDI surveys show that close to a quarter of organizations that have purchased a service management solution are in the process of replacing existing systems. The replacements are intended improve user/customer experience, support changes to service delivery models and...

Tag(s): webinars, supportworld, technology, ITSM, service management, IT service management, enterprise service management
Date Published - Last Updated 1 Year, 47 Days, 17 Hours, 34 Minutes ago

 

 

More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total...

Tag(s): remote support tools, webinars, virtual work, virtual support tools, support models, supportworld
Date Published - Last Updated 2 Years, 151 Days, 6 Hours, 31 Minutes ago

 

 

We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.

Whether we're talking about internal...

Tag(s): remote support tools, webinars, virtual support tools, technology, supportworld
Date Published - Last Updated 2 Years, 151 Days, 6 Hours, 23 Minutes ago

 

 

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...

Tag(s): supportworld, webinars, automation, future of support
Date Published - Last Updated 2 Years, 151 Days, 6 Hours, 28 Minutes ago

 

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
Date Published - Last Updated 7 Years, 2 Days, 9 Hours, 18 Minutes ago

 

Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...

Tag(s): webinars, workforce enablement, supportworld, remote support tools, people
Date Published - Last Updated 7 Years, 190 Days, 6 Hours, 54 Minutes ago

 

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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...

Tag(s): supportworld, webinars, remote support tools
Date Published - Last Updated 7 Years, 87 Days, 8 Hours, 48 Minutes ago

 

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...

Tag(s): webinars, automation, support center, support operations, service desk
Date Published - Last Updated 8 Years, 216 Days, 14 Hours, 18 Minutes ago