HDAA Resource Area
If your organization does formal annual reviews it is a good idea to have periodic check-ins with your team throughout t...
As technology has become more pervasive within almost every type of business, the concept of having a concrete plan to r...
One of the recurring issues consultants experience during their long careers, is the eventual abandonment of Continual S...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega,...
Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant...
So far, in this series on transforming teams, I've discussed:
The foundation of the team and the importance of ...
big da·ta
noun | computing
Extremely large data sets that may be analyzed computationally to reveal patterns,...
One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I've been invo...
There's plenty of talk about external-facing customer support, how it's changing, and how companies are using it...
