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Roy Atkinson


Roy Atkinson

Bio

Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

Recent articles

  • Single Point of Contact: Phyllis Drucker
  • Single Point of Contact: Stephen Mann
  • Metrics and Storytelling
  • Single Point of Contact: Peter McGarahan
  • Single Point of Contact: Fancy Mills
  • Insight: Contacts per User per Year—and More
  • The State of Technical Support in 2019
  • Single Point of Contact: Simone Jo Moore
  • Stop Asking When AI and Automation Are Coming—They Are Here
  • Single Point of Contact: Gregg Gregory
  • Single Point of Contact: Patti Blackstaffe
  • Cybersecurity: The Latest IT Silo?
  • Single Point of Contact: Jim Bolton
  • Single Point of Contact: Greg Sanker
  • Single Point of Contact: Aprill Allen
  • DevOps and ITSM: Why Are We Arguing?
  • The Impact of Automation on Metrics
  • Preparation for Automation
  • 2017: Another Year Support Didn’t Vanish
  • A Framework Is a Recipe
  • Service Management: Ch-ch-ch-changes
  • Enterprise Service Management: Ensure that Your Tool Can Do ESM Properly
  • Enterprise Service Management: Learn Other Languages
  • Enterprise Service Management: Get Your Own House in Order
  • Enterprise Service Management: Make Sure It’s Not About You
  • Enterprise Service Management: Assessing Your Need for Cultural Change
  • Enterprise Service Management: The Top 5 Things You're Not Doing
  • 4 Ways to Better Customer Service
  • Staff Satisfaction in Technical Support
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • Increase in Tickets Shows Demand for Desktop Support
  • Single Point of Contact, Not Single Point of Resolution
  • #HDIchat Recap: What Do Your Customers Really Care About?
  • #HDIchat Recap: How Do SLAs Affect Your Service to the Organization?
  • #HDIchat Recap: How Are You Handling Knowledge Management?
  • Why Knowledge Management, and Why Now?
  • #HDIchat Recap: How Do You Staff for the Holidays and Year-End?
  • #HDIchat Recap: How Do You Get Your Team Obsessed with Service?
  • #HDIchat Recap: How Do You Write Great Email to Customers?
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?
  • #HDIchat Recap: Have You Rolled Out Windows 10? When Will You?
  • Staffing Ratios for Support: Not the Best Way!
  • #HDIchat Recap: How Do You Convince Senior Management to Invest in Support?
  • Good Customer Service and Good Security
  • It Will Be Different
  • Metrics: What’s the “C” in “FCR”?
  • #HDIchat Recap: How Do You Know Your Support Organization Is Valuable to the Business?
  • Silent Suffering: Why Your Customers Don’t Contact You
  • #HDIchat Recap: What Is Your Favorite Metric?
  • #HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?
  • #HDIchat Recap: What's the Buzz in Your Organization?
  • Customer Service: Talk the Way People Talk
  • Is the Automation Storm Coming to the Service Desk?
  • #HDIchat Recap: Does the Service Desk Have a Role in Information Security?
  • Communication Is Always the Key
  • #HDIchat Recap: What's Your Greatest Challenge?
  • Service Management Is Like Mowing Your Lawn
  • Focus on Self-Service: Level 0
  • The Mission of Tech Support Has Changed
  • Metrics: First Level Resolution
  • #HDIchat Recap: Are You Seeing Positive Effects from Problem Management?
  • #HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?
  • You Cannot Fix Everything
  • Disabled Technology Is Useless Technology
  • A Post-FUSION 16 Look at Selecting and Attending a Conference
  • Customer Experience: Banish the Words “Call Deflection”
  • How Valuable Is the Transactional Survey?
  • #HDIchat Recap: What Is Your Organization Investing In?
  • #HDIchat Recap: I Wish My Staff Understood ______.
  • When, How, and Why to Conduct a Metrics Review
  • Focus on Customer Experience: Combining People and Technology to Deliver for Customers
  • #HDIchat Recap: Training
  • Customer Experience: The What and the How
  • The Employee and Customer Satisfaction Effect
  • #HDIchat Recap: What's the Biggest Change in Your Support Center in the Last Year?
  • IT Is All About Communication
  • Never Forget Why You Do This
  • #HDIchat Recap: When and How Do You Do Your Strategic Planning?
  • Focus on Developments in Desktop Support
  • The Trickiness of Benchmarking and Trending Metrics
  • Schrödinger’s Ticket
  • Tips and Strategies for Self-Service
  • #HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?
  • Customer Experience: What It Is and Is Not
  • Focus on Improvement: Making the Case to Your Management
  • How Old Is It in IT years?
  • #HDIchat Recap: What Are Your Key Metrics and Why?
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • #HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?
  • #HDIchat Recap: Is Your Organization Using Gamification?
  • The Word Is Optimism
  • Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive
  • Why Excellent Service Is More Important Now
  • Artificial Intelligence: Shifting Work and Shifting Skills
  • #HDIchat Recap: Is ITIL Still Relevant?
  • 3 Reasons Your Self-Service Site Doesn’t Work
  • Optimize People, Process, and Technology: Using Contractors to Handle Rollouts
  • Implementing New Technologies: Systems Thinking
  • Single Point of Contact: Stuart Rance
  • Getting Escalated Issues Addressed
  • #HDIchat Recap: What Are You Doing to Improve Team Relationships?
  • Remote Control and the Changing Role of Desktop Support
  • #HDIchat Recap: I Wish Our C-Level Execs Understood _________.
  • Focus on Enterprise Service Management
  • #HDIchat Recap: What Role Does the Service Desk Play in Information Security?
  • #HDIchat Recap: How Do You Create a Successful Service Portal?
  • #HDIchat Recap: How Have You Improved Customer Service in the Past Year?
  • DevOps and Support: Challenges and Benefits
  • The Value of Time
  • Metrics: The Effects of Shift-Left
  • #HDIchat Recap: What Is Your Biggest Project Right Now?
  • Considering a New ITSM Tool? Remember the Stakeholders
  • Gratitude and Productivity at HDI 2018 Conference & Expo
  • Customer Service Excellence: Now More Than Ever
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support
  • #HDIchat Recap: Metrics - What Will You Stop Tracking This Year?
  • Level 0.5: Automation and Support
  • Your Chatbot Needs Help
  • The Mission of Tech Support Has Changed: We Have to Do Better
  • When Disasters Strike: Preparation, Planning, and Recovery
  • #HDIchat Recap: Which Learning Events Do You Attend and Why?
  • Gain Industry Knowledge Through Networking
  • It's Not About the Machine
  • Metrics and SLAs Redux
  • What Happened to Bimodal IT?
  • Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths
  • #HDIchat Recap: Getting the Most Out of a Conference
  • Workforce Enablement: Get Engaged and Go with the Flow
  • Chat for Support: Some Things to Consider
  • Desktop Support: The Conundrum of Travel Time
  • #HDIchat Recap: Skills-Based Routing or Intelligent Swarming?
  • Support Centers Contribute Value with Problem Management
  • #HDIchat Recap: Has Cloud Adoption Changed Support?
  • #HDIchat Recap: How Do You Handle Staff Vacation Time?
  • The Angry Customer
  • #HDIchat Recap: Which Skills Are You Looking for When You Hire for the Support Center?
  • #HDIchat Recap: What (If Any) Are Your Plans for Automation?
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