Metric of the Month: Agent Job Satisfaction
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking […]
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Enterprise Service Management Make Sure It’s Not About You
Enterprise service management (ESM) done right can be a large step on the journey of digital transformationthe term used to
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Moving Beyond Legacy Support Systems
Change is never easy. Even when it’s for the best, it always seems easier and safer to stick with what
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What Works in Professional Development: Virtual, Online, and Instructor Led, Oh My!
With all the training options available today, it can be overwhelming to decide which is right for you or your
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Artificial Intelligence: Shifting Work and Shifting Skills
As usual, there is a major gap between what the headlines say and what we are experiencing in our daily
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Lessons in Leadership: Reflections from Greg Sanker
HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented
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An Evolution in Change Management
Learn how one support organization used incremental modifications to get stakeholders on board with their change management process: In an
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Build a Winning Self-Service Portal
Building a self-service portal can be easy if you keep the five Ms in mind during the design and deployment
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What Works in Training: Variety
This month’s research-backed training technique is mixing things up and using variety. We are programmed so that our brains turn
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Enterprise Service Management The Top 5 Things You’re Not Doing
Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before
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