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43%

 of organisations
 support both
internal and external
customers

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.
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Sub Category - Retention

How to Get Your Support Team Obsessed with Service...

by HDI Support World Magazine  Mon 01 May 2017

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 ...

Pencils Down!: Testing Keeps Employees' Skills Sharp and Customers Hap...

by HDI Support World Magazine  Thu 01 May 2014

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 ...

Career Counselor...

by HDI Support World Magazine  Fri 01 November 2013

Q: What are the perks/benefits that promote retention and attract new talent? A: Let’s start with the reality: Competition for IT talent is intense because technology is ...

Staffing Studies: Salaries, Stats, and Skills—Oh My!...

by HDI Support World Magazine  Sun 01 September 2013

The technical support staff is the voice, and often the face, of IT. Over the past couple of years, HDI has conducted several studies on staffing in the technical service a...

8 Surefire Ways to Demotivate Your Employees...

Fri 26 April 2013

Ever notice how a new employee’s enthusiasm eventually wears off? In 85% of companies, employees’ morale significantly drops off after their first six months on the job...

How To Make Your Employees Happier...

by HDI  Mon 07 January 2013

Happiness increases productivity, stimulates creativity & makes employees more willing to take risks. Here's are how some executives approach the touchy-feel business of happin...

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