Measures for Assessing Customer Success with Web-Based Support
Self-service has exploded over the past five years. Whether it's customer-facing or for employees of the company, the number of organizations with web-enabled self-service portals is amazing. This transition has raised some rather tough questions in the industry, including how to assess a customer's experience and success with self-service and what impact self-service has on traditional support measures.
RecordedFeb 19 201359 mins
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Shane Knipschild, Tom Wible, and Leslie Cook (moderator)
The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:
* The state of the organization before CGI Federal launched its service improvement initiative
* The strategy for CGI Federal's service improvement initiative
* The outcome, including lessons learned and the impact on CGI Federal
Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator)
The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:
* The state of their organizations before KCS
* The strategy for their KCS implementations
* The outcome, including lessons learned and the impact on the business
Lack of Automation Hinders Speed of Response to IT Outages and Incidents
Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of IT in general—Everbridge conducted a survey of 152 IT professionals, seeking to better understand the frequency and severity of incidents.
In this webinar, HDI’s senior analyst and an Everbridge practitioner will engage in an exchange of ideas and questions about the Everbridge survey and findings, also introducing elements of HDI’s own 2016 research findings. Some items under discussion will be:
* The number of major incidents experienced
* The effects of IT incidents and outages
* The average cost of IT downtime
* Response times for various support channels
* Customer satisfaction with the support center
Renee Dodson, Peter Zeinoun, Roy Atkinson (moderator)
Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:
* How remote support helps enable Make-A-Wish® to fulfill its mission
* Key trends of the mobile workforce
* How to create seamless support experiences across channels and devices
* Empowering tech support to deliver fast, efficient, and frictionless service
In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.
Some of the data featured include:
* Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
* On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
* The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
* Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
* 51% of organizations track desktop support tickets separately from other tickets
* Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support
Dana Olson, Chris Savio, and Megan Selva (moderator)
In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they need a staff with a passion for supporting customers and with social intelligence—a human connection in a digital world.
Both internal and external customers are utilizing more communication channels and more devices now than ever before. The mobile workforce, remote work, consumerization, increased self-service, and emerging technologies have all played a part in creating the demand for better ways to serve customers and users.
Attend this Customer Service Week webinar, presented by Dana Olson, senior IT manager at the Gavilon Group, to learn:
• Which support channels customers are choosing
• Why the combination of technology and people is more important than ever
• What contributes to a great service culture in the support center
According to the HDI 2015 Support Center Practices & Salary Report, 26 percent of the organizations that had an increase in customer satisfaction said that having a remote control tool was a factor in the increase.
Chris Savio, a senior product expert from Rescue by LogMeIn, will show how Rescue can facilitate connecting with customers on multiple platforms to resolve issues quickly and easily utilizing remote control software, whiteboarding, system diagnostics and push configurations.
Who should attend:
• IT service desk managers and leads
• Desktop support managers and leads
Industry luminary Matt Hooper will present information, statistics, and thoughts on where the ITSM pro needs to be by 2020. This look at how the future of service management will change the requirements (elements of Agile, DevOps and Lean) for service and support managers and staff will include an exchange of ideas between Matt and moderator Roy Atkinson, and will allow time for questions from the audience. Matt will also show how a modern ITSM solution enables this transformation.
Who should attend:
• IT service managers
• Support center managers who are looking at future requirements
• Desktop support managers
• Anyone in IT service who wants to develop a better understanding of where the industry is going
Ryan Ogilvie, Joy Su, and Roy Atkinson (moderator)
Configuration management is about what you have, but in order to produce better business outcomes, it should also help you understand what your configuration items (CIs) are doing. To better manage IT services, you should know:
• Detailed information about your CIs
• Services those items support
• How CIs relate to each other and to your services
In this webinar, ITSM consultant Ryan Ogilvie and BMC’s Joy Su, on behalf of BMC partner RightStar Systems, will provide you with the reasons and the ways in which your asset discovery efforts can lead to a better understanding of your systems and services.
Pete McGarahan, Vincent Geffray, and Roy Atkinson (moderator)
What happens when your organization suffers a critical, high-impact incident? Who needs to be involved, and how will you communicate with them? Do you currently have a plan—and how often do you update it?
In this webinar, sponsored by Everbridge, Pete McGarahan and Vincent Geffray will share best practices, case studies, and frameworks for:
• Preparing for your next major incident
• Managing major incidents in your IT organization
• Mapping your critical incident processes
Join us for this interactive and informative hour, complete with audience polls, downloadable resources, and live Q&A.
What’s being insourced and outsourced these days in the tech support industry? Why? Find out in this webinar, where you’ll take a deep dive into data collected through one of our recent annual surveys. With takeaways for both internal technical support managers and outsourced technical service providers, you’ll find out what HDI research says about outsourcing practices for support organizations, including support center and desktop support functions.
Given ITIL’s ability to integrate with other forms of complementary best practice guidance, it makes sense to complement ITIL with a proven, well-established standard of best practices for support centers. That complementary guidance is the HDI Support Center Standard.
Attend this webinar to learn more about how ITIL and the HDI Support Center Standard can help your support center rise to meet the challenges of an increasingly global, less platform-centric technology landscape.
Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a manager get to know people, and vice-versa? What tools can be used to bring far-flung offices together and maintain a culture of service excellence? How do you handle management of IT incidents and requests across distributed teams?
Join an IT service desk manager in a 24x7, follow-the-sun operation, as he shares insights into these and other questions about managing a distributed workforce.
The time has come for your organization to replace a key piece of technology. Senior management is on board, and money is available. Your frontline staff is thrilled that their tools will be updated. Now what?
Good technology and services cost good money, and tight budgets require planning and justification for expenditures. This webinar will explore:
- What are RFPs, and why might you use one?
- Do you need an RFP?
- What needs to be in it?
- How do you make the business case for a new tool?
- To SaaS or not to SaaS?
- How do you do a risk assessment? Determine ROI?
Join us as we explore this topic and suggest some solutions to help you get the right tool with just the right amount of effort.
Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it to be a problem, they haven’t begun to address it. Why? The primary reason is lack of sponsorship from IT leaders, even though many benefits—including increased end-user productivity—have been identified. In this webinar, Doug Tedder will examine the political and cultural challenges associated with catalog sprawl and answer the following questions:
- What is “service catalog sprawl”? Where is it typically found? What are the contributing factors?
- Is it worth fixing?
- Is it IT’s job to fix it?
In this webinar, Joe Ardizzone will present on the ins and outs of—and particularly the best practices associated with—alerts and monitoring. Both practices are typically associated with critical events and major incidents, but what are the possible applications of alerts and monitoring practices in day-to-day operations? How can your function use alerts and monitoring to help support become more proactive? In addition to exploring these questions, you'll also learn more about:
- What happens when an application shows an alert
- The steps you should take when you receive an alert
- How your function (data center/NOC) can work closely with support to resolve issues before you start receiving calls
Proactive monitoring and alerting can improve support and the customer experience—join us and learn how!
What is gamification—and why you should care? Simply put, gamification uses game mechanics and rewards for non-game applications in order to increase engagement and loyalty. Gamification is an important and powerful new strategy for influencing and motivating people. In this webinar, you’ll learn how and why gamification works, in which contexts it's most effective, and what the limits are to this approach to employee and client engagement.
This webinar, presented by gamification guru Monica Cornetti, is designed to help you:
- Understand current best practices in gamification
- Avoid four major mistakes when planning a gamified experience
- Discover the five essential steps to developing a successful gamification program
- Approach gamification from a practical viewpoint for your organization
- Upgrade your organization’s training and help desk services through gaming scenarios
Gamification does not mean making a computer or video game and expecting it to motivate people. It means taking gaming concepts and using them in an authentic way to drive the behaviors you want to see.
In this webinar, ITSM luminary John Custy will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk professionals can be better partners in the analytics process by asking the right questions, and why reporting on value and outcomes is paramount.
Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer satisfaction. In this members-only webinar, Cay Robertson will discuss some of the ways to accomplish process improvements, highlighting some year-over-year changes and trends from the HDI 2015 Desktop Support Practices & Salary Report.
Coaching involves regular communication with the goal of building skills through encouraging feedback. In this webinar, Mary Cruse will introduce attendees to the coaching feedback loop, which includes preplanning events as well as the ever-important one-on-one coaching session. She'll present six steps you can implement immediately to improve performance and empower employees to provide a stellar customer experience.
Gain a better understanding of the total customer experience! In this webinar, Julie Mohr will cover the core concepts of customer experience management, including the five steps of the CEM framework:
1) Analyzing the experiential world of the customer
2) Building the experiential platform
3) Designing the brand experience
4) Structuring the customer interface
5) Engaging in continuous innovation
After exploring the concepts of CEM, we will analyze how CEM can add value to ITSM in the areas of service desk, incident management, and problem management. Learn how to put the customer back into the service!
Monthly webinars for technical support professionals
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