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43%

 of organisations
 support both
internal and external
customers

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

Tag - customer experience

Working in Support Is a Career! My Journey to Find My Passion as a Sup...

by HDI Support World Magazine  Wed 18 September 2019

Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant at home no less, is the kind of scary that’s best avo...

More than a Ticket: Customer-Focused Experience Design in ITSM...

by HDI Support World Magazine  Thu 19 September 2019

The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega, and the reason we wake up every day. Alright, that may be a...

Keeping the Man Behind the Curtain: Transparency and Communication in ...

by HDI Support World Magazine  Wed 11 September 2019

One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I’ve been involved in martial arts for almost 25 years, and this day I w...

Take a Page from Best-in-Class Customer Support Organizations to Delig...

by HDI Support World Magazine  Tue 10 September 2019

There’s plenty of talk about external-facing customer support, how it’s changing, and how companies are using it to gain a competitive edge. Then there’s the flip...

Metric of the Month: Customer Experience...

by HDI Support World Magazine  Thu 29 August 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

Optimize the Fulfillment Process for Just-in-Time Delivery...

by HDI Support World Magazine  Tue 13 August 2019

As a business grows, the need for technology increases. However, technology comes with a cost—often quite a high price tag. So, it is important that we effectively manage our...

Making Customer Experience Surveys More Actionable...

by HDI Support World Magazine  Thu 01 August 2019

Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The score from your key performance indicator, whether it&rs...

Knowledge Management and Missed Opportunity...

by HDI Support World Magazine  Tue 23 July 2019

Earlier this year, HDI conducted research on knowledge management. One of the big questions we asked was whether organizations that have a knowledge management program fee...

Common Phrases that Will Destroy Your Service Quality...

by HDI Support World Magazine  Tue 11 June 2019

  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...

Metric of the Month: Agent Training Hours...

by HDI Support World Magazine  Wed 29 May 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlat...

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