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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Sub Category - Measurement & Reporting

Metrics: The Effects of Successful Tier 0 (Unassisted) Support...

by HDI Support World Magazine  Wed 01 June 2016

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...

From First Call to First Conversation Resolution...

by Social Path Solutions, HDI Support World Magazine  Fri 29 January 2016

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...

HDI - What is LZS?...

by HDI  Sun 01 June 2014

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...

Service and Support as a Business: KPIs That Paint the Big Picture...

by HDI Support World Magazine  Thu 01 May 2014

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...

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...

You Are Not Alone: Highlights from HDI's Annual Report on Support Cent...

by HDI Support World Magazine  Fri 01 November 2013

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...

Five Issues You Can't Afford to Ignore in 2014...

by HDI Support World Magazine  Fri 01 November 2013

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...

Data-Driven Desktop Support: Highlights from the 2013 HDI Desktop Supp...

by HDI Support World Magazine  Mon 01 July 2013

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...

Top Down and Bottom Up: Performance Metrics That Count...

by HDI Support World Magazine  Mon 01 July 2013

RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating complia...

When I Say “Bench,” You Say “Mark”! When I Say “Metrics,” You Say “Roc...

by HDI Support World Magazine  Wed 01 May 2013

So…how are your metrics? Do you need a benchmarking warm-up? Well, there’s no time like the present. Let’s get cracking!    Download Article ...

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