Tag Archive: thinkhdi

Feb 25

The Supreme Commander of the Service Desk – Ike and Leadership

History often teaches us the most important lessons in life. As we discuss management and leadership in our community, I am often reminded of General Dwight Eisenhower and the scene that unfolded for him and his peers during World War Two. Appointed by President Roosevelt, ‘Ike’ was given command of all of the Allied forces in …

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Feb 25

Keeping the Customer out of the Middle

I have cut the cord. I am now the proud owner of streaming media players instead of cable boxes. This has both improved my experience and led to some interesting challenges. My cable company is responsible for the data connection, my streaming content provider is responsible for the content I watch and the media player …

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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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February Chapter Meeting

Topic: Bring Your Own Device (BYOD) Join us as we discuss Bring Your Own Device (BYOD) and the implications in the professional environment.  Speakers from two organizations who have taken stances from both ends of the spectrum will discuss support an implementation of BYOD as well as the advantages and disadvantages for their organization. The …

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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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