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Roy Atkinson


Roy Atkinson

Bio

HDI's 2019 Lifetime Achievement Award honoree 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: Jeff Toister
  • Single Point of Contact: Donna Knapp
  • Single Point of Contact: Chris Chagnon
  • The Power of Proactive Service and Support
  • ITIL 4, Part 1: Our Language Is About to Change
  • Single Point of Contact: Doug Tedder
  • 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
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • Is the Automation Storm Coming to the Service Desk?
  • #HDIchat Recap: Does the Service Desk Have a Role in Information Security?
  • #HDIchat Recap: How Do You Convince Senior Management to Invest in Support?
  • #HDIchat Recap: Have You Rolled Out Windows 10? When Will You?
  • #HDIchat Recap: How Are You Handling Knowledge Management?
  • Staffing Ratios for Support: Not the Best Way!
  • Silent Suffering: Why Your Customers Don’t Contact You
  • #HDIchat Recap: How Do You Know Your Support Organization Is Valuable to the Business?
  • Never Forget Why You Do This
  • IT Is All About Communication
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • 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: What's Your Greatest Challenge?
  • Single Point of Contact, Not Single Point of Resolution
  • #HDIchat Recap: How Do You Get Your Team Obsessed with Service?
  • #HDIchat Recap: What Is Your Favorite Metric?
  • #HDIchat Recap: How Do You Staff for the Holidays and Year-End?
  • #HDIchat Recap: What Do Your Customers Really Care About?
  • #HDIchat Recap: How Do SLAs Affect Your Service to the Organization?
  • Metrics: First Level Resolution
  • Focus on Customer Experience: Combining People and Technology to Deliver for Customers
  • #HDIchat Recap: I Wish My Staff Understood ______.
  • A Post-FUSION 16 Look at Selecting and Attending a Conference
  • Customer Experience: Banish the Words “Call Deflection”
  • Disabled Technology Is Useless Technology
  • #HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?
  • Communication Is Always the Key
  • Metrics: What’s the “C” in “FCR”?
  • Good Customer Service and Good Security
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?
  • #HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?
  • Staff Satisfaction in Technical Support
  • #HDIchat Recap: What's the Biggest Change in Your Support Center in the Last Year?
  • Why Knowledge Management, and Why Now?
  • #HDIchat Recap: How Do You Write Great Email to Customers?
  • Focus on Improvement: Making the Case to Your Management
  • Schrödinger’s Ticket
  • Focus on Developments in Desktop Support
  • #HDIchat Recap: When and How Do You Do Your Strategic Planning?
  • Tips and Strategies for Self-Service
  • #HDIchat Recap: Training
  • Customer Experience: What It Is and Is Not
  • The Employee and Customer Satisfaction Effect
  • Customer Experience: The What and the How
  • The Trickiness of Benchmarking and Trending Metrics
  • Focus on Self-Service: Level 0
  • When, How, and Why to Conduct a Metrics Review
  • #HDIchat Recap: What Is Your Organization Investing In?
  • How Valuable Is the Transactional Survey?
  • #HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?
  • The Mission of Tech Support Has Changed
  • You Cannot Fix Everything
  • Service Management Is Like Mowing Your Lawn
  • #HDIchat Recap: Are You Seeing Positive Effects from Problem Management?
  • #HDIchat Recap: What Are Your Key Metrics and Why?
  • #HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • How Old Is It in IT years?
  • #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
  • 3 Reasons Your Self-Service Site Doesn’t Work
  • #HDIchat Recap: Is ITIL Still Relevant?
  • Implementing New Technologies: Systems Thinking
  • Optimize People, Process, and Technology: Using Contractors to Handle Rollouts
  • 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?
  • #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?
  • The Value of Time
  • DevOps and Support: Challenges and Benefits
  • Metrics: The Effects of Shift-Left
  • Considering a New ITSM Tool? Remember the Stakeholders
  • #HDIchat Recap: What Is Your Biggest Project Right Now?
  • Gratitude and Productivity at HDI 2018 Conference & Expo
  • Customer Service Excellence: Now More Than Ever
  • Level 0.5: Automation and Support
  • What Happened to Bimodal IT?
  • Metrics and SLAs Redux
  • #HDIchat Recap: Metrics - What Will You Stop Tracking This Year?
  • The Mission of Tech Support Has Changed: We Have to Do Better
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support
  • Your Chatbot Needs Help
  • When Disasters Strike: Preparation, Planning, and Recovery
  • It's Not About the Machine
  • #HDIchat Recap: Which Learning Events Do You Attend and Why?
  • It Will Be Different
  • Gain Industry Knowledge Through Networking
  • Workforce Enablement: Get Engaged and Go with the Flow
  • Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths
  • Desktop Support: The Conundrum of Travel Time
  • Chat for Support: Some Things to Consider
  • #HDIchat Recap: Getting the Most Out of a Conference
  • #HDIchat Recap: Skills-Based Routing or Intelligent Swarming?
  • Support Centers Contribute Value with Problem Management
  • #HDIchat Recap: Has Cloud Adoption Changed Support?
  • The Angry Customer
  • #HDIchat Recap: How Do You Handle Staff Vacation Time?
  • #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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