Here’s how to improve the decision-making process to game out whether an out-of-the-box solution will improve CX and EX.
Date Published June 12, 2023 - Last Updated February 20, 2024
Here is a practical framework based on trustworthy data to ensure that the output of automation is reliable.
Date Published June 12, 2023 - Last Updated February 20, 2024
HDI’s The State of Tech Support 2023 is an invaluable resource as you plan for an uncertain future. And it is available to all HDI community members for free.
Date Published June 7, 2023 - Last Updated February 20, 2024
Too often, IT departments use metrics and language that don’t translate outside the department. Here are some suggestions to help.
Date Published June 7, 2023 - Last Updated February 20, 2024
IT service and support should not be unending waves of stress. Here is how to lower the temperature and improve customer satisfaction.
Date Published June 6, 2023 - Last Updated February 20, 2024
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support observation.
Date Published June 5, 2023 - Last Updated February 20, 2024
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Date Published June 5, 2023 - Last Updated February 16, 2024
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Date Published May 24, 2023 - Last Updated May 8, 2024
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Date Published May 24, 2023 - Last Updated May 8, 2024
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Date Published May 17, 2023 - Last Updated February 20, 2024