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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

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

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