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...

 

 
Today, outsourced service providers live in a world where customers call the shots. As a customer, you’ve come to expect more than a standard set of services. Instead of one model in one color, you want outsourced services that can be customized to your needs, uniquely branded and themed for...
Tag(s): practices and processes, outsourcing, process management, business of support, sourcing

 
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

 
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

 
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

 
Communication between IT and its customers has traditionally been the responsibility of the service desk. In some workplaces, consistent, organized communication is hard to achieve; the service desk may not be up to date on the services offered by other areas of IT, turf wars between various...
Tag(s): customer service, people, communications skills, marketing