Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated December 12, 2017
Have you experienced a well-run service desk team being thrown into chaos after an organizational change? Follow these 4 steps to rebuild trust and teamwork.
Tag(s): supportworld, support center, service desk, workforce enablement, workforce enablement, teamwork, team building
Date Published December 6, 2017 - Last Updated December 6, 2017
Chat as a support channel is gaining in popularity. But chat is not perfect for every type of interaction. You must identify the ideal issue types before implementation.
Tag(s): supportworld, support channels, support center, chat
Date Published December 5, 2017 - Last Updated December 6, 2017
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Tag(s): supportworld, support center, service management, knowledge management, customer experience
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Tag(s): supportworld, self-service, support center, service management
Date Published November 28, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Tag(s): supportworld, people, organizational change management, service management, change management, technology
Date Published November 22, 2017 - Last Updated August 9, 2018
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Tag(s): supportworld, metrics and measurements, first call resolution
Date Published November 16, 2017 - Last Updated December 6, 2017
Mauricio Corona was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Mauricio to be involved in the community.
Tag(s): supportworld, service management, ITSM, it governance, risk management
Date Published November 14, 2017 - Last Updated December 6, 2017
Did you know workspace analytics can help your support team save hours in productivity? Read to learn how easily you can optimize your service desk!
Tag(s): supportworld, technical support, automation, infographic
Date Published November 10, 2017 - Last Updated March 10, 2021
The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Tag(s): supportworld, automation, service management, ITSM, culture
Date Published November 9, 2017 - Last Updated December 6, 2017