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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FAQs: Metrics, Measures, and KPIs, Part 2
Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing. Tracking metrics, measures, and KPIs
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What Do Uber and Self-Driving Cars Have to Do with the Service Portal?
Business disruption. Innovative businesses are using new technologies and disrupting business as usual. Just as Uber and self-driving cars are
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How Old Is It in IT years?
If your ITSM tool hasn’t been updated or replaced in five years, you might be at a disadvantage. There was
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Metric of the Month: Key Relationships for Service Desk KPIs
Hello everyone! I’m thrilled to be back and once again writing a regular column on metrics for HDI! Each month,
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Communication Is Always the Key
In a recent HDI chat on Twitter, we discussed considerations for staffing during heavy vacation periods, such as summertime. Several
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Customer Experience: What Is It and Why Is It Important?
Customer experience drives customer behavior. When we’re in the role of customer, we recoil from negative experiences and gravitate toward
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Management 101: Critical Skills for New Support Center Managers
Congrats! You have been promoted! All of your hard work and dedication to serving your customers has paid off! You
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Customer Experience: What It Is and Is Not
Customer experience isn’t something that happens in isolation. It is part of a continuum that includes the applications, the equipment,
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