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Build a Winning Self-Service Portal...

by HDI Support World Magazine   Thu 31 August 2017

Building a self-service portal can be easy if you keep the five Ms in mind during the design and deployment stages. Build portals that matter to your business, create a plan to mar...

Enterprise Service Management: Assessing Your Need for Cultural Change...

by HDI Support World Magazine   Wed 30 August 2017

In the introductory post on this topic, Enterprise Service Management: The Top 5 Things You Are Not Doing, I called out Assessing Your Need for Cultural Change as the number one th...

Enterprise Service Management: The Top 5 Things You're Not Doing...

by HDI Support World Magazine   Wed 23 August 2017

Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM. Enterprise service m...

FAQs: Metrics, Measures, and KPIs, Part 2...

by HDI Support World Magazine   Tue 22 August 2017

Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing. Tracking metrics, measures, and KPIs is critical to understanding how y...

What Do Uber and Self-Driving Cars Have to Do with the Service Portal?...

by HDI Support World Magazine   Thu 17 August 2017

Business disruption. Innovative businesses are using new technologies and disrupting business as usual. Just as Uber and self-driving cars are disrupting the taxi industry by putti...

Customer Experience: What Is It and Why Is It Important?...

by HDI Support World Magazine   Thu 03 August 2017

Customer experience drives customer behavior. When we’re in the role of customer, we recoil from negative experiences and gravitate toward positive ones. There may be some mi...

Got Issues? These Problem Management Trailblazers Have Answers. ...

by HDI   Tue 01 August 2017

We recently sat down with Jim Bolton and Buff Scott III—problem management experts, HDI course instructors, and authors of Problem Management: A Practical Guide for an enligh...

Improve Service Delivery with Customer Satisfaction Surveys...

by HDI Support World Magazine   Thu 13 July 2017

Don’t just ask for feedback on your support center; commit to it! Feedback. It is everywhere. We crave it, and possibly despise it.  Every morning I look forward to r...

What Works in Training: Make It Challenging!...

by HDI Support World Magazine   Wed 28 June 2017

Many times, trainers shrink from making things too challenging for learners. They want learners to experience success and so may ask easier questions where the right answer is more...

A Support Center Transformation to Shift Left...

by HDI Support World Magazine   Wed 21 June 2017

How we updated tools and processes while moving toward tier zero and self-service BHAG. Big-Hairy-Audacious-Goal. My BHAG was our support center transformation project. The proj...

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