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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
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...
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...
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...
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:
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 ...
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...
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...
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 ...
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...
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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