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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 - Workforce Planning

Don’t Give in to Burnout...

by HDI Support World Magazine  Thu 04 July 2019

The calls keep coming. Every day, it feels like the same calls come in to the service desk, and there’s nothing that can be done to prevent them. It never feels like we&rsquo...

3 Steps to Avoid Burnout...

by HDI Support World Magazine  Tue 11 June 2019

The question is asked in desperation, when it feels like there isn’t enough of you to go around. It comes when the demands of life are so pressing and urgent that it feels li...

Common Phrases that Will Destroy Your Service Quality...

by HDI Support World Magazine  Tue 11 June 2019

  A simple phrase is keeping you from greatness. Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that w...

2019 Insight: Contacts per User per Year - and More...

by HDI Support World Magazine  Tue 15 January 2019

Recently, an HDI member used HDI's 'Ask Your Network' community on HDIConnect to ask a few simple questions regarding contact volume. The questions were, roughly: ...

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 ...

HDI - Staffing Ratios for Support: Not the Best Way!...

by HDI  Tue 22 November 2016

Quite often, HDI gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair questi...

Make Mine a Venti: Highlights from the 2014 HDI Desktop Support Practi...

by HDI Support World Magazine  Thu 01 May 2014

If you had to choose between coffee and a nap, you’d probably pick a nap (who wouldn’t?). But who has time for a nap? Bring on the sugar and cream—I need my coffe...

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 ...

Good Practices: Hiring Contractors for Projects...

by HDI Support World Magazine  Fri 01 November 2013

During one of our exercises at the HDI Desktop Support Forum meeting this past June, we discussed whether it was a good idea to hire contractors for projects. It quickly became app...

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 ...

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