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As our industry transforms and matures, last century standards for cross-team communication...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 5 Years, 347 Days, 4 Hours, 22 Minutes ago
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
Date Published - Last Updated 6 Years, 216 Days, 1 Hour, 48 Minutes ago
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According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 6 Years, 48 Days, 4 Hours, 8 Minutes ago
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The terms metrics and measures are often used interchangeably, and while they are related,...
Tag(s): supportworld, webinars
Date Published - Last Updated 6 Years, 102 Days, 1 Hour, 48 Minutes ago
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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Tag(s): supportworld, webinars, remote support tools
Date Published - Last Updated 6 Years, 301 Days, 1 Hour, 18 Minutes ago
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Tag(s): hdichat, supportworld, support channels
Date Published - Last Updated 6 Years, 283 Days, 22 Hours, 24 Minutes ago
The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, supportworld
Date Published - Last Updated 7 Years, 212 Days, 4 Hours, 52 Minutes ago
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld
Date Published - Last Updated 7 Years, 212 Days, 4 Hours, 49 Minutes ago
Cost pressures, plus ever-increasing demands for your services...do you feel caught between a rock and a hard place, and set up to fail? The good news is, there’s an answer, and it’s not ...
Tag(s): costs, supportworld
Date Published - Last Updated 7 Years, 212 Days, 4 Hours, 9 Minutes ago
As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Tag(s): future of support, supportworld
Date Published - Last Updated 7 Years, 212 Days, 4 Hours, 8 Minutes ago