HDAA Resource Area
Online Chat started as an important tool for 24/7 e-commerce websites and has been utilised as an internal ICT team communi...
In It's Not Just the Numbers: Performance Management for Support Teams, Mike Hanson tackles the complex world of gat...
In this "Focus On" publication, Paul Dooley draws the parallel between continual process improvement and conti...
Customer complaints are important to any business and you should encourage your customers to share them.
But you must ...
This focus book provides a proven methodical approach to selecting the proper tools, technologies, and software necessary ...
This focus book takes you inside the on-going relationship between end-users and customer support, focusing on interacti...
Each June, HDI® invites all local chapter officers from across North America to attend an annual summit in Colorado ...
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...
