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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
Be mindful of your customers’ time when you deflect calls and contacts and provide self-service solutions
“Time is money.” —proverb
There’s a f...
The goal of this article is to dive into the role of a Knowledge-Centered Support (KCS) coach and some basic coaching strategies to change beliefs, improve performance, and change ...
There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There...
I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics reports, I asked two questions:
Are you getting ...
Stephen Mann's Top 10 ITSM Challenges for 2013 considered “IT cost transparency” and “value demonstration” as two top ITSM challenges. This blog talks a...
Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer than 10% ever achieve world-class performance. We define a ...
The year was 1988. I was an 18-year-old airman recruit stationed at the Naval Air Technical Training Center (NATTC) in Memphis. I had just graduated basic training and was now spen...
Wow! Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading this now, because your immediate response might have b...
I recently read a blog post advising customer service people that they should never say, “I don’t know.” The writer advised that they should say, “I’m...
A number of characteristics make technical support centers different from other types of contact centers:
Support center analysts require special skills and technical trainin...
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