HDAA Resource Area
As a business grows, the need for technology increases. However, technology comes with a costoften quite a high price ta...
Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a ...
My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with ...
Having a customer satisfaction survey doesn't mean you have insight into what frustrates your customers. The score f...
Welcome to HDI's Key Performance Indicator on After-Contact.
The KPI Bulletin series consists of 12 short books th...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Corporately, we're a little stuck.
There is much afoot in the business world. People are racing to adopt technolog...
