Here’s how to improve the decision-making process to game out whether an out-of-the-box solution will improve CX and EX.
Tag(s): supportworld, support models, technology
Date Published June 12, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago
Here is a practical framework based on trustworthy data to ensure that the output of automation is reliable.
Tag(s): supportworld, support models, technology
Date Published June 12, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago
HDI’s The State of Tech Support 2023 is an invaluable resource as you plan for an uncertain future. And it is available to all HDI community members for free.
Tag(s): supportworld, support models, technology
Date Published June 7, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago
Too often, IT departments use metrics and language that don’t translate outside the department. Here are some suggestions to help.
Tag(s): supportworld, support models, technology
Date Published June 7, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago
IT service and support should not be unending waves of stress. Here is how to lower the temperature and improve customer satisfaction.
Tag(s): supportworld, support models, technology
Date Published June 6, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support observation.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 187 Days, 17 Hours, 46 Minutes ago
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 187 Days, 11 Hours, 38 Minutes ago
Great managers practice great management skills. Here are a few suggestions for what to work on when you step into a managerial role.
Tag(s): supportworld, support models, best practice
Date Published May 24, 2023 - Last Updated 173 Days, 15 Hours, 48 Minutes ago