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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.
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Tag - Metrics

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...

Metric of the Month: Balanced Scorecard...

by HDI  Mon 20 May 2013

Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data fo...

Metric of the Month: KPI Correlations in Desktop Support...

Fri 01 March 2013

Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data fo...

Metric of the Month: Annual Agent Turnover...

by HDI  Fri 01 February 2013

Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data ...

Metric of the Month: Agent Training Hours...

by HDI  Sat 20 October 2012

Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data fo...

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