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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
Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply ...
Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? Wi...
According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create...
An overview of Call Center Best Practices.
HEAR how the industry's top performing Call Centers Achieve World-Class Status!
LEARN key strategies for Enhancing your Call Ce...
The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and K...
Managing languages is a significant challenge for most service desks.
To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry&rs...
What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are y...
In this webinar, Karen Ferris, co-author of ITIL® Practitioner, explains the importance of organizational change management and reviews the knowledge and tools available in ITI...
If you’re new to change management, here’s the crash course you’re looking for. Even if you're not new to change management, you'll want to attend thi...
The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 ...
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