HDAA Resource Area
If you ask many who are in tech support or providing service to customers, there is a significant problem affecting many...
On the closing morning of the 2019 Service Management World conference in Orlando, I was privileged to share the main st...
Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is h...
Language is complex. A great conversation is even more complicated. Teaching bots to have a human-like conversation is m...
Let's face it, organizations often struggle with knowledge management. They often hold on to debunked knowledge mana...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Admittedly, I wasn't grateful for the experience in the moment. It was many years ago now, but the lesson has served...
This year, I am going to get very personal with you. Instead of concentrating on professional development, my hope is to...
Do you remember when you learned to drive?
There was probably a moment when you were so nervous and unsure that you mo...
When HDI asked a group of IT executives about their current priorities, a majority of respondents (60%) said that their ...
