HDAA Resource Area
I recently read a blog post advising customer service people that they should never say, "I don't know." T...
Wow! Did you read the title of this article? OK, you most likely did. And perhaps that's why you're readin...
When it comes to attracting, developing, and keeping the best talent in the support center industry, there are few topic...
A number of characteristics make technical support centers different from other types of contact centers:
&nb...
So far in this series that focuses on what works in training (as opposed to the many learning myths out there that are e...
I delivered a presentation at ITSM16 in London titled, "Customer Service Excellence: Now More Than Ever." Thos...
Effective problem management requires a clearly defined process and documentation
I have had the opportunity to assist...
