Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Tag(s): supportworld, desktop support, service management, customer experience, community, leadership
Date Published May 4, 2017 - Last Updated December 6, 2017
We often hear about the skills drought in IT and how difficult it is to find qualified staff. Follow these steps to improve your chances of finding the right candidate.
Tag(s): supportworld, support center, workforce enablement, human resources, people, service desk, job descriptions
Date Published March 21, 2017 - Last Updated December 6, 2017
Coaching is a critical strategy for the implementation and ongoing health of the knowledge base.
Tag(s): supportworld, workforce enablement, service management, KCS, knowledge management, coaching
Date Published March 15, 2017 - Last Updated August 15, 2018
HDI research shows that team relationships are the most important factor in employee satisfaction. What are you doing to improve team relationships?
Tag(s): hdichat, supportworld, workforce enablement, workforce enablement, team building, leadership
Date Published March 2, 2017 - Last Updated April 19, 2019
Identify areas where your training could be more realistic and more closely aligned to the support center workplace context.
Tag(s): supportworld, training, support center, workforce enablement, employee engagement
Date Published February 22, 2017 - Last Updated December 6, 2017
If you want customers to trust you, you can develop that trust by speaking to them in a natural, human way.
Tag(s): customer experience, customer service, supportworld, people
Date Published February 9, 2017 - Last Updated April 19, 2019
Learn what support center analysts really want when it comes to rewards and recognition.
Tag(s): workforce enablement, team building, supportworld, performance management, incentives, employee satisfaction
Date Published February 8, 2017 - Last Updated April 19, 2019
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
Date Published February 2, 2017 - Last Updated December 6, 2017
The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Tag(s): business alignment, business value, business of support, future of support, hdi conference, leadership, support center, supportworld, technical support
Date Published February 1, 2017 - Last Updated December 6, 2017
Often, tech support initiatives require approval from senior management. How do support managers make the case?
Tag(s): business of support, business value, hdichat, leadership, service management, supportworld
Date Published January 9, 2017 - Last Updated December 6, 2017