HDAA Resource Area
First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with th...
HDI research tells us that about one-third (31%) of organizations consider self-help to be a must-have technology, and tha...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Many desktop support and field services managers struggle to answer one critical question Are we staffed appropriately?
...
What is the impact of COVID-19 from a security threat perspective? Is it changing the threat landscape? Do we as businesse...
Imagine a speeding truck going 100 miles per hour. Now, imagine trying to replace the engine of this speeding truck with...
Recently, I was on a business trip visiting one of my client's sites. The client was holding a large meeting for eve...
Have you ever had to have a tough conversation with someone who reports to you? What about your boss or a customer? I...
I've got that old Tina Turner song, "What's Love Got to Do with It?" stuck in my head. It's annoyi...
As the COVID-19 virus rearranged business operations throughout the world, many IT departments accepted the challenge to k...
