HDAA Resource Area
The mission of technical support has always been to get people back to work as rapidly as possible after they have suffe...
In previous articles, I have discussed the following research-backed techniques for training:
Using multiple senses...
This post is part of a 4-part series by Adam Krob and Bill Stockton. See Part 1, Part 2, and Part 3.
In Alice in Wonde...
Recently, I had a long conversation with an HDI member (I'll call him "Max") who is an IT support manager ...
We have all been there, having to call customer service of a company for which we are a customer. We have an issue that ...
If the rate of change on the outside exceeds the rate of change on the inside, the end is near. - Jack Welch
In Next-G...
This post is part of a four-part series by Adam Krob and Bill Stockton. See also Part 1 and Part 2.
When we left Alice...
This post is part 2 of a four-part series by Adam Krob and Bill Stockton. See Adam Krob's Part 1 and Part 3. The con...
There are about one thousand varieties of insincere apology. There's the smirking "Sorry if you were offended&q...
Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer...
