Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Date Published June 5, 2018 - Last Updated December 13, 2018
Develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.
Date Published May 31, 2018 - Last Updated December 13, 2018
Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Date Published May 30, 2018 - Last Updated December 13, 2018
Follow these steps to map the incident management process and drive real organizational change that sticks.
Date Published May 24, 2018 - Last Updated December 13, 2018
Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Date Published May 23, 2018 - Last Updated December 13, 2018
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Date Published May 22, 2018 - Last Updated March 23, 2020
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Date Published May 17, 2018 - Last Updated December 13, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Date Published May 16, 2018 - Last Updated December 13, 2018
Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Date Published May 15, 2018 - Last Updated December 13, 2018
Every company has a culture. The question is, is your company’s culture worth catching?
Date Published May 10, 2018 - Last Updated December 13, 2018