Newsletter
United Business Media plc today announces that it has acquired Think Service, Inc. on behalf of CMP Technology. UBM has acquired the business from its founder-owners for an initial cash consideration of $24.5m, with a further performance-related consideration of up to $5m, payable over the next twelve months.
Whether you're looking for in-depth analysis of the latest news or light-hearted looks at current trends, our one-of-a-kind eNewsletter is created with you in mind.
HDI publishes its annual Practices and Salary Survey in order to supply the industry with a valuable and convenient tool which can be utilized for several purposes. The Practices and Salary Survey provides an overall look at the state of the industry; it also offers an inside look at the practices used by support centers throughout the industry. This allows support center managers to validate existing practices, and discover new ideas for improving the current operations in their support center. In addition, the survey provides a set of data to which support centers can benchmark against. With the idea of benchmarking in mind, this year's results are reported not only for the industry as a whole, but key metrics are also broken down by the most requested demographics.
Look no further for the latest analysis, tips and trends in the support industry. HDI's founder and industry expert, Ron Muns, tells all with his in-depth perspective into various concepts of interest and concern to the support professional.
Ron's bi-weekly report delivers current trends and ideas to service and support professionals around the world. From training to budget, he will keep you up to speed in this ever-changing industry.
Please take your time and read through our past Muns Reports. You will find some excellent wisdom along with a bit of humor.
Yes, the help desk is dead. Well, at least in the sense of simply being a place for people to call for help on technical issues. It has now evolved into an integral part of the way an organization delivers service, whether internally to staff or externally to customers. It has become a service desk with a different way of approaching the provision of 'help' or assistance to whomever asks for it.
IT employees aren't the only ones who need answers. Lori Samolyk redefines customer service and explores the benefits of a multifunctional service desk.
The Largest Customer Satisfaction Benchmarking Study in IT History finds that 78% of all support center customers are very satisfied with their overall experience!
Conducted from April 1 to September 30, 2007, this worldwide study measured the satisfaction level of internal and external IT support from the customer's perspective. It includes 257,682 customer satisfaction surveys from 201 support centers within 144 companies.
The HDI Support Center Maturity Assessment service provides an independent, third-party, review of your support center - providing you with a comprehensive report of its maturity level and recommendations for improvement. The service is based on the HDI Support Center Maturity Model and the HDI Support Center Certification Standard, resources developed by HDI that are recognized worldwide.
It is an independent, vendor neutral, third-party review of your support center resulting in a comprehensive report that summarizes your current state and provides recommendations for service improvements.
It provides recommendations for improvement that consider your organization’s environment, constraints, culture, goals and objective.
It provides guidance for improving operational efficiency, service quality and value.
It establishes a baseline for planned service improvement so you can measure the success of your improvement efforts over time.
It provides gap analysis for organizations that desire HDI Support Center Certification.
An HDI-Certified Auditor is assigned to work with your site contact. The process includes four phases:
Planning – logistics planning to prepare for the on-site assessment, and pre-assessment surveys of key individuals,
Data Collection – on-site interviews, observations, and documentation review,
Analysis – off-site review of data collected and development of recommendations, and
Delivery – presentation of a comprehensive assessment report.
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