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How to Harness the Strategic Potential of Your Service Desk
Doug Tedder
IT leaders are putting service desks on the chopping block, thinking AI can replace everything. But that’s a big mistake. They're overlooking the human superpowers that no bot can replicate: empathy, complex problem-solving and reading between the lines of what users need. In his newest blog, Doug Tedder shares how to change the service desk from a reactive cost center into a strategic center that drives business decisions with real user data.
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ARTICLE
5 Ways to Offer Meaningful Feedback
Linda Lenox
Many service desks rely on superficial satisfaction metrics like star ratings that provide little actionable insight for improvement. Survey questions to consumers should ask more specific questions about pain points, service gaps and specific improvement opportunities. When customers see their feedback drives improvement, they become more invested in providing quality answers.
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Award Winner Spotlight: Liz Bunger
Erica Marois
Liz Bunger has been awarded the 2025 HDI Best Local Chapter Officer recognition! Those who know Liz understand this honor comes as no surprise. Her outstanding contributions have made a significant impact on HDI Local Chapters and the broader community.
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How to Create IT Leaders with Effective Talent Management
Wilson Pardi Junior
Many companies take the expensive shortcut of poaching IT leaders from competitors, instead of developing their own talent. But building internal leadership capabilities delivers better long-term results. In his newest blog, Wilson Pardi Junior says leadership development and talent retention strategies work best when implemented together, instead of quick fixes.
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