Browse all workforce enablement content below.

Featured Resource: Special Report

The War for Talent

In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. These hiring challenges, and their effects, have led to a “war for talent.” Learn more...

 

 
Support center analysts have a tough job. Maybe a customer (whether internal or external) has just received a new product and can’t understand the installation directions. Maybe the customer’s network connection is not working properly and it’s just one week over the computer’s warranty. Or...
Tag(s): people, customer service, practices and processes

 
One of the biggest challenges managers face is hiring new team members. It’s like placing a bet on red at the roulette table in Vegas: Sometimes you get lucky, sometimes you don’t. Sometimes a new member picks up the job functions quickly but never acclimates to the team concept, and thus never...
Tag(s): people, professional development, team building, teamwork, employee engagement, leadership

 
Technological advances have made relationship building easier than ever. Nonetheless, it’s crucial to remember that although these advances provide us with tools to assist us in what we call Relationship Architecture™, these tools, in and of themselves, are not what building a business...
Tag(s): people, customer service

 
Without clear objectives, metrics are just a pile of numbers. The good is when we beat our targets, the bad is when we fail to hit those targets, and the ugly is when we fail to set challenging objectives. Remember, like baseball, the only thing that really matters in the end is whether or not...
Tag(s): metrics and measurements, performance management, service desk, service delivery

 
With all of the changes and innovations happening in the technical service and support industry, it can be difficult to stay ahead of potential issues, problems, and challenges. But today’s monitoring tools can give technical service and support organizations the edge they need to respond...
Tag(s): monitoring, tools

 
The technical support staff is the voice, and often the face, of IT. Over the past couple of years, HDI has conducted several studies on staffing in the technical service and support industry, focusing on topics like hiring, retention, staffing structure, salaries, skills, and the future. By...
Tag(s): staffing, human resources

 
The key to trouble-free performance management is regular communication. Take the SIMPLE SMILE approach and you’ll have engaged, empowered, and energized employees who know what’s expected of them and rise to the challenge!
Tag(s): coaching, human resources, leadership, people, workforce enablement

 
Do you ever lay awake at night wondering, “Billy’s my star performer, but what if he doesn’t come in on Monday (again)? Am I going to have enough staff? If I’m short-staffed, how will I cover the workload, projects, and contact volumes?” In my capacity as an instructor for the HDI Support Center...
Tag(s): metrics and measurements, people, workforce enablement

 
In researching great companies and great teams, I’ve found that there are three key components that positively affect and promote the health of an organization: leadership, culture, and people. These three areas can make or break a team or an organization. Here are just a few of my favorite...
Tag(s): leadership, people

 
We asked Fancy Mills, author of “Workforce Management: Underutilized Metrics for Success,” to share a list of the resources, tools, and software she recommends to her clients. If you’ve used or worked with any of the following, we invite you to share your feedback in the HDI Buyer’s Guide.
Tag(s): workforce enablement, tools