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74%

 
of organisations
 make a knowledge base
available to end users 



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.
Chris Powderly, Support & Services Manager, Allens

Sub Category - Channel Management

Next-Generation Service and Support in a Mobile-First, Cloud-First Wor...

by HDI Support World Magazine  Sat 01 April 2017

“It ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the intr...

The Technology Cafe: A Face for IT Support...

by HDI Support World Magazine  Tue 01 July 2014

You have a successful support organization. Your contact center receives a high volume of calls each month. You’ve considered, tested, and/or offered other instant communicat...

Ask the Expert...

by HDI Support World Magazine  Thu 01 May 2014

Support organizations are evolving. Taking note of the core competencies of help desks and service desks, they’ve asked themselves how they can apply those skills and tools t...

Industry Watch with Brad Cleveland: 5 Things That Trip Up Skills Based...

Mon 25 February 2013

Skills based routing is getting renewed attention as contact centers expand services, add channels (social, mobile, et al.), and, in general, require a more diverse range of subjec...

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