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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Tag - metrics and measurements

Ask the Expert ...

by HDI  Thu 01 September 2011

Many 'Ask the Expert' questions begin with a common phrase - "What is the industry standard for..."- followed by a common metric, like first contact resolution.To clarify the que...

Takin' It to the Streets...

by HDI  Tue 01 November 2011

Everything we do makes a difference. Any decision or modification we make leaves its mark on the bigger picture. No matter what the industry, IT service and technical support is ...

Customer Feedback Is a Gift...Don't Waste It...

by HDI  Tue 01 May 2012

Most support organizations agree that customer satisfaction (CSAT) is one of the most important metrics. But do they really believe that, or is that just empty praise? If it is...

The Zen of Support...

by HDI  Tue 01 May 2012

All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the mos...

In the Zone: Measuring and Improving Your Service Value...

by HDI  Fri 02 March 2012

Customers and service providers sometimes have different opinions of what value is. Getting the right mix of benefits, features, quality, guarantees, and costs is paramount to ha...

Bull's-Eye! Ticket Categorization in IT Support...

by HDI  Sun 01 January 2012

Designing a ticket categorization structure that not only makes sense, but which can also stand the test of time is an important, if difficult, task. Support organizations must s...

Incident Categorization: A Method to the Madness...

by HDI Support World Magazine  Sun 01 January 2012

Incident categorization is a challenge for many organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization, at some point, ru...

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