HDAA Resource Area
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...
Strategy can be a practical tool that unlocks better team performance and personal career growth. Managers at every leve...
As a Business Associate with HDI, I am sent all over the globe to remote or busy places to deliver certification trainin...
The VeriSM service management approach was introduced in the fall of 2017. Many organizations in the European and Asia P...
Welcome to HDI's Key Performance Indicator on Handling Time.
The KPI Bulletin series consists of 12 short books th...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Change is the inevitable and always to be expected, but for some reason it's the very thing that scares people the m...
