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Source - HDI Report


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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

Sub Category - Communication

Howdy, Partner!: Make Every Call Count Using the 5 E's...

by HDI Support World Magazine  Tue 01 July 2014

Okay, everyone, let’s have some fun. Grab a pen and paper and make a list of your top five most annoying, most cringe-worthy experiences. I’ll wait. Done? Good. I&r...

Security and Facilities Control: Support Considerations...

by HDI Support World Magazine  Tue 01 July 2014

It’s 3 a.m., and the network administrator has just received a text alert on his mobile phone, notifying him that the connection to an building access system has been lost. S...

Synergy: Aligning Training, Communications, and Metrics to Optimize Kn...

by HDI Support World Magazine  Fri 01 November 2013

If your service desk already has a great set of processes in place, good news: with just a little effort, you can reuse many of those same processes to optimize and improve your kn...

IT Service Desk Greeting...

by HDI  Thu 18 October 2012

There's no absolutes about how to provide the 'right' greeting on an IT Service Desk, but providing the 'message' the customer hears is friendly, up-beat, solution-focused and natu...

Weathering the Storm: Technology, Communication and Disaster Recovery ...

by HDI  Tue 01 May 2012

How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane co...

You Can Have Your Cake and Eat It Too: Communicating with Emotions, Sy...

by HDI  Tue 01 May 2012

Effective communication cuts through cynicism and makes it safe for others to listen, understand, and take appropriate action. It allows a lot of information to be shared in a ve...

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