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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Tag - customer experience

The User Experience of a Pig...

by HDI Support World Magazine  Tue 24 July 2018

How to design service portals and service catalogs so customers will use them. We all struggle with designing service portals and service catalogs. Designing interfaces that are...

Create a Customer Experience Powerhouse: The Role of Customer Service...

by HDI Support World Magazine  Wed 01 August 2018

What a time to be alive as a service professional! Whereas many service departments have been viewed as reactive cost centers in the past, the customer experience revolution has ch...

FAQ: How Do You Calculate First Call Resolution (FCR)?...

by HDI Support World Magazine  Tue 12 June 2018

HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...

Schrödinger’s Ticket...

by HDI Support World Magazine  Tue 05 June 2018

A ticket is not resolved until the customer says it’s resolved. One of the temptations support center analysts and technicians have is to mark tickets “resolved&rdqu...

Never Forget Why You Do This...

by HDI Support World Magazine  Tue 22 May 2018

The service management and support world is a community of people who truly like to help. Amid all the frameworks, metrics, tips, and training advice, we sometimes lose sight of...

Metric of the Month: Net Promoter Score...

by HDI Support World Magazine  Wed 11 April 2018

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

The Journey to Team Excellence: Optum...

by HDI Support World Magazine  Wed 28 March 2018

Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth Group businesses. UnitedHealthcare is focused on health ben...

Silent Suffering: Why Your Customers Don’t Contact You...

by HDI Support World Magazine  Wed 04 April 2018

Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers ignore issues and continue to suffer, rather than contact support and g...

Understand the Customer Experience Journey...

by HDI Support World Magazine  Thu 05 April 2018

Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Center...

Measure the Customer Experience in Desktop Support...

by HDI Support World Magazine  Tue 06 March 2018

I have always had the heart of a desktop technician. Anyone who does realizes that all we really want is to be known as heroes. We will come into your space, sit down at your de...

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