HDAA Resource Area
Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant ...
During the current pandemic, companies and organizations have been acting fast to get people working productively from hom...
HDI conducts comprehensive annual research on almost every aspect of the service desk, from hiring, staffing, and salaries...
This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to d...
With so much business and technology change surrounding IT Service Management - as well as the impact of COVID-19 - what d...
With continued automation of routine tasks, decline of the break fix model, and eradication of technical debt, what will a...
First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with th...
