HDAA Resource Area
What are your support analysts empowered to do for their customers?
One support analyst helped a customer troubleshoot...
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...
Incident categorization is a challenge for IT organizations. Whether it is due to culture, politics, complexity, or an abi...
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...
