HDAA Resource Area
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Customer behavior and expectations are the two leading indicators for any business aiming towards customer centricity. T...
With this month's research-proven training topic - retrieval practice - we look at changing the focus of training fr...
We hate confrontational people...well, if not exactly hate, then we at least try to avoid them, because frankly, they...
Metrics, measures, and KPIs - you know you need them. But what are they? Is there a difference? And how do y...
HDI's Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future.
In January 2017, HDI...
With all the trouble in the "friendly skies" lately, many travelers are considering vacation transportation al...
How often have you heard a phrase like, "Helpdesk is a great stepping stone in IT at our organization?" If you...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
We often hear about the skills drought in IT. If you attend any industry event, or simply dip your toe into any IT-themed ...
