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 167 Days, 18 Hours, 13 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 167 Days, 18 Hours, 13 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 167 Days, 18 Hours, 13 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 181 Days, 14 Hours, 4 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 181 Days, 20 Hours, 11 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 167 Days, 18 Hours, 13 Minutes ago
We ask a few questions of Esther Pham, Director, Enterprise Service Desk at WBM, and a member of the HDI Strategic Advisory Board. She says it’s important to embrace challenges.
Tag(s): supportworld, support models, best practice
Date Published May 23, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Tag(s): supportworld, support models, technology
Date Published May 17, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
A Q&A with Bruce Randall of ServiceNow, who is a valuable member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 181 Days, 20 Hours, 23 Minutes ago
We asked thought leaders in the IT service and support industries for their takeaways when the microchips hit the fan.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago