In this environment of rapidly changing support requirements and increasing customer demands, the question is not whether organizations should make the transition to web-based support (i.e., chat), but how they can make that transition successfully. When implemented perfectly, chat can deliver...
Date Published May 22, 2012 - Last Updated May 11, 2016
The job market can be rough, and it’s likely that you either have been or will be let go at some point in your career. Here are some tips to help make that transition as quick and painless as possible. Be aware, these recommendations take an investment in time and money. There are no “magic bullets.
Date Published May 22, 2012 - Last Updated May 11, 2016
One of the most common questions I hear from IT support managers is “How many technicians should I have in desktop support?” In this white paper, I will present a rigorous methodology for determining the appropriate technician headcount for desktop support. By following this approach, desktop...
Date Published March 15, 2012 - Last Updated December 30, 2014
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...
Date Published - Last Updated February 25, 2016
Even in the best organizations with the best infrastructures, there are unplanned outages. These outages present challenges for the support center, especially when they involve standard communication channels such as email, intranets, and/or the network over which communications are carried. How...
Date Published - Last Updated December 30, 2014
While demand for specific positions does vary, the truth is that every IT worker plays a key role in supporting the long term plans of a business. And at a time when many owners are just as happy sustaining business growth as they are increasing it, holding on to this talent should be a top...
Date Published - Last Updated January 14, 2016
Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right. Join industry leader Phyllis Drucker to learn about the benefits you can realize...
Date Published - Last Updated January 6, 2023
A comprehensive list of Customer Experience information and tools.
Date Published - Last Updated March 27, 2025
In today's economy, finding the right talent has become more difficult than ever. However, there are several key steps you can take to find candidates with skillsets that align with the changing needs of your support center. In this session—one of the top three at HDI 2014 in Orlando—Fancy...
Date Published - Last Updated December 30, 2014
Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Date Published - Last Updated October 13, 2015