With high-speed residential Internet, it has become easier and more cost effective than ever for businesses to implement permanent and part-time remote work arrangements.
Tag(s): employee engagement, employee satisfaction, professional development, supportworld
Date Published January 15, 2015 - Last Updated October 3, 2016
HDI 2014 – A Digital Experience gathered together the greatest hits from the live event in Orlando and wrapped them up in a full day of learning, interactive discussions, networking, polls, and prizes. Log in to view archived content from the 2014 event and plan to join us...
Tag(s): customer service, workforce enablement, professional development, people, technology, mobility
Date Published January 4, 2015 - Last Updated January 9, 2019
HDI proudly supports Customer Service Week by providing engaging, inspiring, and fun-filled activities that technical service and support organizations can use to boost morale, motivation, and teamwork. This week is a time to reward frontline performance, raise company-wide awareness of the...
Tag(s): customer service, leadership, people, professional development, team building, teamwork
Date Published November 10, 2014 - Last Updated January 9, 2019
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement, desktop support
Date Published October 15, 2014 - Last Updated March 10, 2021
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. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated March 10, 2021
How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Tag(s): technology, social media, disaster recovery, communications skills, communications technology, incident management, best practice, process
Date Published June 12, 2012 - Last Updated May 11, 2016
You are a knowledge worker. That means that your professional life and future depend on your digital literacy. Ten years ago, digital literacy meant that you knew your way around a computer and could find information on the web. Today it means that you understand how to find and share...
Tag(s): technology, people, communications skills, communications technology, social media
Date Published June 12, 2012 - Last Updated May 11, 2016
Most support organizations agree that customer satisfaction (CSAT) is one of the most important metrics. But do they really believe that, or is that just empty praise? If it is as important as they claim, one would expect CSAT to be rigorously measured and tightly managed. But that is not often...
Tag(s): people, customer service, customer satisfaction, performance management, metrics and measurements
Date Published June 12, 2012 - Last Updated May 11, 2016
Effective communication cuts through cynicism and makes it safe for others to listen, understand, and take appropriate action. It allows a lot of information to be shared in a very short period. It resolves concerns and reaches in and takes hold of the heart. It invites people to participate,...
Tag(s): people, communications skills, leadership, change management
Date Published June 12, 2012 - Last Updated May 11, 2016
In many IT service and support organizations, the help desk is managed independently from the desktop support operation, contributing to inefficiencies in service provisioning. While each group spends time and energy to make their respective teams better through people, process, and technology,...
Tag(s): desktop support, people, workforce enablement
Date Published May 25, 2012 - Last Updated May 11, 2016