Metric of the Month: Service Desk Cost per Ticket
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking […]
Metric of the Month: Service Desk Cost per Ticket Read More »
Article
3 Tips to Help You Hire an Amazing IT Service Desk Manager
We often hear about the skills drought in IT. If you attend any industry event, or simply dip your toe
3 Tips to Help You Hire an Amazing IT Service Desk Manager Read More »
The Mission of Tech Support Has Changed
The mission of technical support has always been to get people back to work as rapidly as possible after they
The Mission of Tech Support Has Changed Read More »
What Works in Training: Repetition
In previous articles, I have discussed the following research-backed techniques for training: Using multiple senses Chunking the content Aligning the
What Works in Training: Repetition Read More »
The Myth of Proactive Problem Management – Part 4
This post is part of a 4-part series by Adam Krob and Bill Stockton. See Part 1, Part 2, and
The Myth of Proactive Problem Management – Part 4 Read More »
The Conundrum of Healthcare IT Support: Can Technology Help?
Recently, I had a long conversation with an HDI member (I’ll call him “Max”) who is an IT support manager
The Conundrum of Healthcare IT Support: Can Technology Help? Read More »
Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 2
If the rate of change on the outside exceeds the rate of change on the inside, the end is near.
Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 2 Read More »
The Myth of Proactive Problem Management – Part 3
This post is part of a four-part series by Adam Krob and Bill Stockton. See also Part 1 and Part
The Myth of Proactive Problem Management – Part 3 Read More »
The Myth of Proactive Problem Management – Part 2
This post is part 2 of a four-part series by Adam Krob and Bill Stockton. See Adam Krob’s Part 1
The Myth of Proactive Problem Management – Part 2 Read More »
No More Nonpologies: Apologize to Customers Like You Mean It
There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames
No More Nonpologies: Apologize to Customers Like You Mean It Read More »