In today’s scenario, where customers expect agile and seamless service delivery, traditional hierarchical structures with isolated teams are fast becoming […]
Conducting a Cohesive Service Symphony with a Team of Teams Read More »
Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.) Technical support is not going away
2017: Another Year Support Didn’t Vanish Read More »
Knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve.
Why Workforce Managers Love Knowledge Read More »
There’s something wrong with the analyst engagement survey. We make a big deal about it, send it out to all
How to Get More Out of Your Analyst Engagement Survey Read More »
HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, and
FAQ: How Do You Handle Service Desk Staffing for Peaks in Demand? Read More »
Too often, organizations are hiring with pre-pandemic processes. It’s time to examine whether you are hiring applicants or candidates. Recently
It’s Time to Rethink the Culture of Hiring Read More »
A discussion of when’s a good time to look for outside IT help and when is a good time to
Is it the Right Time to Right-Source? Read More »
In part 2 of this series on EX, we look at how the principles of ITIL 4 can help make
How Service Management Can Make a Difference in EX Read More »
In part 1 of this two-part series on EX, we discuss how the pandemic has created a seismic shift in
Why Employee Experience Matters Now More Than Ever Read More »
This month’s research-backed training technique is mixing things up and using variety. We are programmed so that our brains turn
What Works in Training: Variety Read More »
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