It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
Date Published August 9, 2016 - Last Updated December 4, 2017
Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Date Published August 4, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your greatest challenges.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed gamification and how it's being used in their organizations.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share the buzz from your organization: DevOps? ITIL? Enterprise service management? We also asked you to share your trusted sources for industry information.
Date Published August 2, 2016 - Last Updated December 15, 2016
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Date Published July 29, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Date Published July 28, 2016 - Last Updated December 15, 2016
Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Date Published July 22, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Date Published July 20, 2016 - Last Updated December 15, 2016