HDAA Resource Area
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
We often hear about the skills drought in IT. If you attend any industry event, or simply dip your toe into any IT-themed ...
If you are investing time in reading this article, you have most likely implemented a Knowledge-Centered Support (KCS) ini...
The mission of technical support has always been to get people back to work as rapidly as possible after they have suffe...
In previous articles, I have discussed the following research-backed techniques for training:
Using multiple senses...
This post is part of a 4-part series by Adam Krob and Bill Stockton. See Part 1, Part 2, and Part 3.
In Alice in Wonde...
Recently, I had a long conversation with an HDI member (I'll call him "Max") who is an IT support manager ...
