ThinkHDI

Author's details

Date registered: April 29, 2014

Latest posts

  1. New Year, New Membership, New HDIConnect — February 21, 2016
  2. Staff Satisfaction in Technical Support — February 5, 2016
  3. Top 5 Reasons for a Decrease in Desktop Support Tickets — February 2, 2016
  4. Tools for Tech Support — January 28, 2016
  5. Tools for Tech Support — January 28, 2016

Most commented posts

  1. Customer Service Week 2015 (and Beyond)! — 1 comment
  2. Frustration — 1 comment
  3. April Showers Bring May Flowers — 1 comment

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Feb 21

New Year, New Membership, New HDIConnect

Two weeks ago, HDI launched its long-awaited new membership model, a huge change that’s been more than a year in the making. It all started in 2014, when we detected a slight, but steady decline in our membership numbers. From discussions with members and nonmembers, we knew our membership model was complicated, our benefit structure …

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Feb 05

Staff Satisfaction in Technical Support

In the HDI 2015 Support Center Practices & Salary Report, released in November, we published findings on employee satisfaction in the industry. Not all of the 803 respondent organizations measure employee satisfaction, but the news is mostly good in those organizations that do measure.   465 organizations reported having satisfied or very satisfied staff Only …

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Feb 02

Top 5 Reasons for a Decrease in Desktop Support Tickets

The HDI 2015 Desktop Support Practices & Salary Report shows that while 69% of desktop support organizations recorded an increase in the number of cases (tickets) last year, only 10% saw a decrease in the demand for their services. (So much for the prognostications that desktop support is irrelevant.) <div> <br /></div> <div> <strong>Why did …

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Jan 28

Tools for Tech Support

In our annual research for the HDI Support Center Practices & Salary Report, we ask about the tools and technologies support centers are using, and also how the technologies are being used. Since we ask consistent questions from year to year, we can see trends over time. One of the trends we currently see is …

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Jan 28

Tools for Tech Support

In our annual research for the HDI Support Center Practices & Salary Report, we ask about the tools and technologies support centers are using, and also how the technologies are being used. Since we ask consistent questions from year to year, we can see trends over time. One of the trends we currently see is …

Continue reading »

Jan 25

5 Self-Service Myths – Debunked

If you ever bought something from a website, asked for directions from your smartphone, scanned your own items at the local grocery store without using a regular cashier, or checked in at the airline using a kiosk and not via a desk agent, you’ve officially ‘self-served’, and used a ‘self-service technology’ (SST). <div> <br /></div> …

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Jan 25

5 Self-Service Myths – Debunked

If you ever bought something from a website, asked for directions from your smartphone, scanned your own items at the local grocery store without using a regular cashier, or checked in at the airline using a kiosk and not via a desk agent, you’ve officially ‘self-served’, and used a ‘self-service technology’ (SST). <div> <br /></div> …

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Jan 22

The Future Is Now

<div>In a 2012 <a target=”_blank” href=”http://www.hdiconnect.com/blogs/supportoperations/2012/06/the-support-center-in-2017-and-beyond.aspx”>post on HDIConnect</a> about the future of the support center, I wrote:</div> <div> <em> <br /></em> </div> <div> <em>Service desk analysts will be monitoring dashboards showing the behavior of networks, cloud-based infrastructure, and applications. They will be responding to alerts from tools that will show the status of storage, the …

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Jan 20

Talk, Type, Touch, or Tweet – We’re Listening

Spoiler alert – the fact you are accessing and reading this article is known to an unknown number of entities. If it’s any comfort, the information about your visit to this website will never be read by a human. However, it sure is a candidate for scrubbing and scrutiny by a computerized reader! <div> <br …

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Jan 20

Talk, Type, Touch, or Tweet – We’re Listening

Spoiler alert – the fact you are accessing and reading this article is known to an unknown number of entities. If it’s any comfort, the information about your visit to this website will never be read by a human. However, it sure is a candidate for scrubbing and scrutiny by a computerized reader! <div> <br …

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