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About the Knowledge Base

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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

Telephone Call Quality Monitoring Check Sheet

If more than 50% of a Service Desk Analyst's role is to be spent talking to users, customers and others on the telephone, it is a sensible management practice to provide coaching and assessment of telephone skills and standards. This telephone call quality monitoring check sheet can be tailored to your organisation's quality system and includes the essential criteria for assessing staff behaviours, practices and competences.   Download   Search all Templates here. ...More >>

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