HDAA Resource Area
KCSTM (Knowledge Centered Service) allows the support organization to resolve five to ten times more customer issues at th...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...
"Supporting our customers to ensure that they are successful and satisfied is our top priority at Ellie Mae," ...
Knowledge-Centered Support (KCS) delivers value for your business through self-service and call deflection, all while im...
There's increasing interest by end users in being able to resolve issues and find answers on their own, without cont...
The top challenges you face at work are not technical or financial; they are emotional and relational.
It is my passio...
What if you had to build a completely new team? Where would you start? This is the story of my experience with...
Technical support and service leaders do not have to struggle with the opposing forces of aligning their organization and ...
It's time to seriously re-think our approach to workforce management. For years, we thought of it in the context of ho...
Explore the pale blue dot to provide business value
"Consider again that dot. That's here. That...
"Consider again that dot. That's here. That...
