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The Value of Time...

by HDI Support World Magazine   Sat 01 April 2017

Be mindful of your customers’ time when you deflect calls and contacts and provide self-service solutions “Time is money.” —proverb There’s a f...

KCS Coaching to Change Behavior...

by HDI Support World Magazine   Sat 01 April 2017

The goal of this article is to dive into the role of a Knowledge-Centered Support (KCS) coach and some basic coaching strategies to change beliefs, improve performance, and change ...

No More Nonpologies: Apologize to Customers Like You Mean It ...

by HDI Support World Magazine   Sat 01 April 2017

There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There...

Considering a New ITSM Tool? Remember the Stakeholders ...

by HDI Support World Magazine   Sat 01 April 2017

I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics reports, I asked two questions: Are you getting ...

IT Governance: 5 Ingredients to Kick-Start Your Value Delivery...

by HDI Support World Magazine   Sat 01 April 2017

Stephen Mann's Top 10 ITSM Challenges for 2013 considered “IT cost transparency” and “value demonstration” as two top ITSM challenges. This blog talks a...

Turbocharge Your Metrics with Benchmarking! ...

by HDI Support World Magazine   Sat 01 April 2017

Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer than 10% ever achieve world-class performance. We define a ...

When Troubleshooting, Keep It Simple...

by HDI Support World Magazine   Wed 01 March 2017

The year was 1988. I was an 18-year-old airman recruit stationed at the Naval Air Technical Training Center (NATTC) in Memphis. I had just graduated basic training and was now spen...

Continual Service Improvement is NOT a Service Lifecycle Stage...

by HDI Support World Magazine   Wed 01 March 2017

Wow!  Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading this now, because your immediate response might have b...

Customer Service: Talk the Way People Talk...

by HDI Support World Magazine   Wed 01 March 2017

I recently read a blog post advising customer service people that they should never say, “I don’t know.” The writer advised that they should say, “I’m...

Driving Automation in Technical Support Centers...

by HDI Support World Magazine   Wed 01 March 2017

A number of characteristics make technical support centers different from other types of contact centers: Support center analysts require special skills and technical trainin...

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