HDAA Resource Area
What is "value?"
Think back to the last time you made a major purchase, like a car. Why did you choose the c...
Yikes! My Cloud host service made a change; now my services aren't working anymore!
Let's say you have outsour...
Subject:
Customer Satisfaction Survey Tools
Timeline Request:
Responses collated March 2019
Request:
A fellow ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Recently, a question came in asking about the best way to classify and handle performance issues. Performance for the pu...
When I was in second grade, my father frequently told me, "You can't put the roof on a house until the foundati...
The first time I heard about "customer experience" was in a course about knowledge management. It was almost a t...
Communicate the Risks to End Users
Let's face it, everywhere we turn, we are being inundated with attempts from cy...
Part of running a service desk is having to ask for more: more resources, more tools, and more time. One of the top chal...
There are many hidden costs in onboarding new talent. From HR salaries, to the nuts and bolts of your HRIS system (annua...
