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 […]
Service Management Is Like Mowing Your Lawn Read More »
Article
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
Metric of the Month: Customer Satisfaction Read More »
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
5 Ways to Measure Customer Satisfaction Read More »
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
What Works in Training: Retrieval Practice Read More »
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
Redefining Confrontation: How Confrontation Can Be a Good Thing Read More »
FAQs: Metrics, Measures, and KPIs
Metrics, measures, and KPIs – you know you need them. But what are they? Is there a difference? And how
FAQs: Metrics, Measures, and KPIs Read More »
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
Lessons in Leadership: Reflections from Jeff Toister Read More »
Customer Service at Sea
With all the trouble in the “friendly skies” lately, many travelers are considering vacation transportation alternatives. One such creative option
Customer Service at Sea Read More »
The Advancement Myth: Rethink Leadership Strategies to Empower Growth
How often have you heard a phrase like, “Helpdesk is a great stepping stone in IT at our organization?” If
The Advancement Myth: Rethink Leadership Strategies to Empower Growth Read More »
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 »