This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat
Date Published August 15, 2017 - Last Updated December 6, 2017
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Tag(s): supportworld, ITSM, service management, support models
Date Published August 10, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Tag(s): supportworld, metrics and measurements, cost per ticket, KPI
Date Published August 9, 2017 - Last Updated April 19, 2019
The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Tag(s): supportworld, support center, communications skills, coronavirus
Date Published August 8, 2017 - Last Updated March 23, 2020
Many new managers feel insecure about their new position, but there are things that you can do to ease your transition into a support center manager role.
Tag(s): supportworld, leadership, support center, workforce enablement
Date Published August 3, 2017 - Last Updated December 6, 2017
The customer experience—the sum total of customer and user reactions to all the touchpoints with an organization over time—belongs to the customer.
Tag(s): supportworld, customer experience, customer service
Date Published August 2, 2017 - Last Updated April 19, 2019
Troy DuMoulin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Troy to be involved in the community.
Tag(s): supportworld, service management, ITSM, ITIL, lean, governance, community
Date Published August 1, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
Date Published July 27, 2017 - Last Updated December 6, 2017
Don’t be afraid to give corrective feedback when learners make mistakes. Capitalize on the ability of mistakes to strengthen learning.
Tag(s): supportworld, training, workforce enablement
Date Published July 26, 2017 - Last Updated December 6, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Nate Brown shares what motivates him to be involved in the community.
Tag(s): supportworld, community, customer experience, customer service
Date Published July 25, 2017 - Last Updated December 6, 2017