HDAA Resource Area
First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with th...
My colleague, Deborah Monroe, recently contributed a fabulous article about how to make working from home work. If you...
HDI research tells us that about one-third (31%) of organizations consider self-help to be a must-have technology, and tha...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Many desktop support and field services managers struggle to answer one critical question Are we staffed appropriately?
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What is the impact of COVID-19 from a security threat perspective? Is it changing the threat landscape? Do we as businesse...
Imagine a speeding truck going 100 miles per hour. Now, imagine trying to replace the engine of this speeding truck with...
