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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
According to the HDI 2015 Support Center Practices & Salary Report, self-service is one of the top five technologies required to provide successful end-user support. Self-servi...
Over the years customer support centers have evolved from being simple call centers with general support options to hosting specialized agents who focus on specific support functio...
So, what is LZS? It is a metric—level zero solvable—that measures the percent of incidents resolved by the support center that could have been resolved by the custo...
Most IT professionals are familiar with the operational metrics of technical service and support: cost per ticket, first contact resolution rate, mean time to resolve—all are...
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...
Each year, HDI releases an annual report on practices and salaries in the technical support industry. The goal of the HDI Practices & Salary Reports is to help support center l...
Mobile devices and mobile apps, the hybrid cloud and the personal cloud, Big Data, the Internet of Everything and software-defined anything, web-scale IT, smart machines and 3-D pr...
One of the core objectives of HDI research is to provide information that gives technical support organization’s direction when making business decisions or validatin...
RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating complia...
So…how are your metrics? Do you need a benchmarking warm-up? Well, there’s no time like the present. Let’s get cracking!
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