HDAA Resource Area
Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in tod...
Innovation is the new app! Bots, chat bots, IoT...everyone's looking to see what the latest and greatest technology ca...
Use the skills you learn in training right away to retain information for the long term.
Research shows that, on average, ...
Research shows that, on average, ...
You have accepted the challenge to improve your knowledge management initiative. But before you charge in with your idea...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...
Current trends in information security see things like security information and event management (SIEM), machine learnin...
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and cha...
Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers ignore issues...
The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that d...
While cost metrics get most of management's attention, it is resolution metrics that get a customer's attention, r...
