HDAA Resource Area
If you are going to hang around in the support industry for a while and decide to make a career of it, inevitably someth...
Service management has been so valuable to our IT organizations that we have seen a desire to start sharing those practi...
What are your support analysts empowered to do for their customers?
One support analyst helped a customer troubleshoot...
If you ask many who are in tech support or providing service to customers, there is a significant problem affecting many...
On the closing morning of the 2019 Service Management World conference in Orlando, I was privileged to share the main st...
Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is h...
Language is complex. A great conversation is even more complicated. Teaching bots to have a human-like conversation is m...
