A Support Center Transformation to Shift Left
How we updated tools and processes while moving toward tier zero and self-service BHAG. Big-Hairy-Audacious-Goal. My BHAG was our support […]
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The Mission of Tech Support Has Changed: We Have to Do Better
In my first post on the topic of support’s changing mission, I mentioned that the volume of incidents continues to
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Synchronize Your Team
Get everyone in your organization moving in the same direction at the same time A small boat with twin engines
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Service Management Is Like Mowing Your Lawn
It’s summer in the United States, and many homeowners are engaged in the annual ritual of mowing their lawns. For
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Metric of the Month: Customer 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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5 Ways to Measure Customer Satisfaction
Customer behavior and expectations are the two leading indicators for any business aiming towards customer centricity. The technology enabled customers
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What Works in Training: Retrieval Practice
With this month’s research-proven training topic – retrieval practice – we look at changing the focus of training from getting
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Redefining Confrontation: How Confrontation Can Be a Good Thing
We hate confrontational people…well, if not exactly hate, then we at least try to avoid them, because frankly, they’re unpleasant
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FAQs: Metrics, Measures, and KPIs
Metrics, measures, and KPIs – you know you need them. But what are they? Is there a difference? And how
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Lessons in Leadership: Reflections from Jeff Toister
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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