HDAA Resource Area
This HDI Focus Book discusses ten of the most common best practices used in technical support call monitoring programs.
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The trend today is toward globalization, 24x7 coverage, and multichannel support.
Customers want choices, flexibility,...
In this focus book we will discuss the value of soft skills training and how it can provide a positive Return on Investm...
At a recent HDI chapter meeting, several members were asked if their support centers used e-mail as a support tool.
Th...
The purpose of this focus book is to provide a support center manager with a basic understanding of the concept of conso...
Here comes yet another treatise on leadership, complete with another fun buzzword to throw around: Inspirational Leaders...
In The Role of the Service Desk in Configuration Management, Robert Last, HDI's Content Manager and Expert, offers a...
This focus book identifies value-driven leadership competencies.
Leading a large service department, just like any othe...
Leading a large service department, just like any othe...
