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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
What is a diamond in the rough?
By definition, a diamond in the rough is merely a clump of carbon that, given the right circumstances, is able to develop into a high-quali...
I love what I do, I love my coworkers, and I love where I work. I believe these three things are the key ingredients to employee engagement that positively impact business succ...
When the phone system went down at Rackspace, a few support analysts immediately sprang into action and tweeted their personal phone numbers. These support analysts spent the next ...
How important is trust to your business? Important, right? But did you know that most senior executives believe their direct reports trust them more than they actually do? There&rs...
When a major component of your team’s job is handling calls from some of the most high-profile customers in the world, how can your company ensure its employees keep up with ...
You may think the only person at the service desk who needs to be concerned with leadership is the manager. After all, when we think of leaders, we usually think of someone who:
Do you have a mobile customer service strategy? Do you know what your customers expect from mobile customer service? Is the contact center even involved in your organization’...
I’ve coached hundreds of individuals in customer support and in blended sales-service environments, and, as a coach, I’ve experienced success and failure. Invar...
In this article, we’ll explore the customer service and communication skills (also known as soft skills) that enable customer support professionals to deliver consist...
Who wants to be a loser? No one.
The success of gamification as a mechanism for companies to engage with their customers has led many businesses to consider how similar techni...
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