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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.
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MetricNet - Call Center Best Practices...

by HDI   Wed 09 August 2017

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...

HDI - Metrics, Measures, and KPIs...

by HDI   Wed 19 July 2017

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...

HDI - No More Apologies: Mastering Multilingual Service in the Support...

by HDI   Mon 17 July 2017

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...

HDI - What is a Call Storm and How Do We Prevent One...

by HDI   Wed 17 May 2017

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...

AXELOS - How Organizational Change Management will stop your projects ...

by AXELOS   Mon 24 April 2017

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...

HDI - New Change Managers Survival Guide...

by HDI   Wed 19 April 2017

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...

HDI - The Pursuit of Award-Winning Service Improvement: A Case Study f...

by HDI   Fri 31 March 2017

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 ...

HDI - Evolving Customer Support in a Shift-Left World...

by HDI   Wed 22 March 2017

More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise...

HDI - The Road to Award-Winning KCS: A Case Study with Lowe's and Spec...

by HDI   Thu 16 February 2017

The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as t...

HDI - The State of Incident Management...

by HDI   Tue 17 January 2017

Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of...

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