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The Latest from SupportWorld

Self-Service Metrics, Part 1: Demystifying the Terminology Behind Analytics

How do you know that your self-service portal is effective? Take a close look at your analytics.
Date Published March 19, 2019 - Last Updated December 17, 2019

The Confidence of the Incompetent: Why Bad Leaders Are Hard to Help

Alma Miller illustrates why bad leaders are so hard to help and how to prevent this from becoming a roadblock.
Date Published March 14, 2019 - Last Updated December 17, 2019

The Importance of One-on-One Meetings

One-on-one meetings are meant for any employee that works for you, from the struggling employee to even the rock star.
Date Published March 13, 2019 - Last Updated December 17, 2019

The Power of Story for Your Data

There’s a story somewhere in your data. You just need to learn how to tell it.
Date Published March 12, 2019 - Last Updated December 17, 2019

Single Point of Contact: Phyllis Drucker

Roy Atkinson and Phyllis Drucker discuss, innovation, self-service portals, enterprise service management, and much more.
Date Published March 8, 2019 - Last Updated December 17, 2019

Telling Your (Business Value) Story

IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Date Published March 6, 2019 - Last Updated December 17, 2019

Managing the Changes Deployed by Your Cloud Vendor

How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Date Published February 27, 2019 - Last Updated December 17, 2019

Diversity and Inclusion in a Digital Age

Diversity and inclusion are part of smarter service and better business practices that we can all embrace.
Date Published February 26, 2019 - Last Updated December 17, 2019

Metric of the Month: Agent to Supervisor Ratio

Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains.
Date Published February 20, 2019 - Last Updated December 17, 2019

Incidents or Requests: How to Classify Service Performance Issues

HDI community members want to know whether to classify service performance issues as incidents or requests. Paul Dooley has the answer.
Date Published February 19, 2019 - Last Updated December 17, 2019