How to Understand Customer Pain
This article was first published on HDI's partner site, ICMI.com, as How to Deeply Understand Customer Pain . Unde...
The CIO's Covid-19 Roadmap: IT Innovation, Operations & User Experience in 2020
[Note: this topic has been updated as the Covid-19 situation unfolds] With the COVID-19 outbreak forcing tens of millions ...
Metric of the Month: Customer Effort
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
10 New Rules for IT in 2020
It's a new year. It's a new decade. It's a new industry. When people change, as our end users have, we have ...
5 Ways You Can Transform Technical Support with a Cell Phone
The world is moving on and cell phones are our new computers. As business apps continue to grow, more and more tasks are...
The Surprising Way to Improve Analyst Empowerment
What are your support analysts empowered to do for their customers? One support analyst helped a customer troubleshoot...
4 Keys to Improve Collaboration and Alignment
If you ask many who are in tech support or providing service to customers, there is a significant problem affecting many...

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