The IT world is in the midst of dramatic change. With each passing day, the traditional model for remote support becomes increasingly outdated. Today there are 10 billion mobile devices, 50 percent more applications, an infinite amount of unique configurations, and more distributed workers than...
Tag(s): monitoring, remote support tools, service desk, support center, tools
Date Published - Last Updated 8 Years, 2 Days, 20 Hours, 36 Minutes ago

 
In this article, we’ll explore the customer service and communication skills (also known as soft skills) that enable customer support professionals to deliver consistent, high-quality service and support to customers. We’ll also discuss how these skills fit into three overall groups:...
Tag(s): communications skills, customer service
Date Published - Last Updated 8 Years, 2 Days, 20 Hours, 22 Minutes ago

 
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
Date Published - Last Updated 8 Years, 2 Days, 20 Hours, 36 Minutes ago

 
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
Date Published - Last Updated 8 Years, 2 Days, 19 Hours, 50 Minutes ago

 
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
Date Published - Last Updated 8 Years, 2 Days, 20 Hours, 21 Minutes ago

 
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
Date Published - Last Updated 8 Years, 2 Days, 19 Hours, 49 Minutes ago

 
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
Date Published - Last Updated 8 Years, 2 Days, 19 Hours, 42 Minutes ago

 
Some of the most effective techniques for doing more with less come from lean management. Using these techniques, I’ve been able to mobilize my teams while maintaining or improving morale and customer satisfaction. But where do you start? How do you identify the areas that will have the biggest...
Tag(s): continual service improvement, leadership, organizational change management, process-improvement, support center
Date Published - Last Updated 8 Years, 2 Days, 20 Hours, 5 Minutes ago

 

Jason Young presents his innovative perspective on creating and sustaining a high-performance workplace where people can do their best work. Based on his recent book, The Culturetopia Effect,  Jason will explain how leadership defines organizational values,...

Tag(s): people, culture, employee satisfaction, employee engagement
Date Published - Last Updated 9 Years, 60 Days, 5 Hours, 3 Minutes ago