HDAA Resource Area
A number of characteristics make technical support centers different from other types of contact centers:
&nb...
So far in this series that focuses on what works in training (as opposed to the many learning myths out there that are e...
I delivered a presentation at ITSM16 in London titled, "Customer Service Excellence: Now More Than Ever." Thos...
Effective problem management requires a clearly defined process and documentation
I have had the opportunity to assist...
SLAs and metrics are important, but they should not be substituted for business goals.
Sparked by recent discussions o...
9 Keys to Building Successful Support Center Teams
Like most organisations, Wackie TEK has a variety of departments an...
This year, I was fortunate enough to be accepted to present at itSMF-UK's conference in London, ITSM16. The topic I ...
Looking for the perfect dashboard, the one that will tell the story of your support organization is not easy. The road i...
A standard operating procedure (SOP) is a procedure that is specific to your company or organization that describes the ...
Resolutions:
I will stop doing things the same old way because "that's the way we...
