HDAA Resource Area
Language is complex. A great conversation is even more complicated. Teaching bots to have a human-like conversation is m...
Incident categorization is a challenge for IT organizations. Whether it is due to culture, politics, complexity, or an abi...
Let's face it, organizations often struggle with knowledge management. They often hold on to debunked knowledge mana...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Admittedly, I wasn't grateful for the experience in the moment. It was many years ago now, but the lesson has served...
This year, I am going to get very personal with you. Instead of concentrating on professional development, my hope is to...
Do you remember when you learned to drive?
There was probably a moment when you were so nervous and unsure that you mo...
