Metric of the Month: User Self-Service
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking […]
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Modernize Change Management
Change management is a critical component of keeping systems and applications stable in the face of continual business change and
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Stop Asking When AI and Automation Are Coming—They Are Here
Here on SupportWorld in December of 2016, I wrote about what I called Level 0.5 support: If good Level 0
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What Works in Professional Development: The ROI of Training, Part 3
In my last installment on the ROI of training, I am going to focus on measuring training effectiveness. The reason
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The State of Technical Support in a Digitally Transformed World
This year, the HDI SupportWorld publishing calendar included the topics of workforce management, metrics, knowledge management, service management, and customer
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FAQ: What Are Best Practices for Service Desk Collaboration and Consolidation?
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite
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FAQ: How Do You Manage the SLA Clock?
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite
FAQ: How Do You Manage the SLA Clock? Read More »
Omnichannel Service Channels Are Here
The time for an omnichannel customer service approach is here. Even if your organization doesn’t develop a formal program, there’s
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Service Level Management Basics: The Operational Level Agreement (OLA)
I have been in this industry for close to twenty years, and during my time as a practitioner, consultant, and
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HDI's Top 25 Thought Leaders of 2021
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now,
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