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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

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...

Know Where to Search: Why Content Over Context Is Stifling Your Knowle...

by HDI Support World Magazine  Tue 14 May 2019

In a previous life I once led a proof-of-concept and implementation of new performance monitoring software. Throughout this process, I became the company’s de facto subject m...

Marriott’s Missteps with Rebrand to Bonvoy: 3 Service Management Lesso...

by HDI Support World Magazine  Thu 16 May 2019

When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or skill that I mastered, I was awarded a merit badge. Merit badge...

No Dead Ends: Unlock the Hidden Value of Your Self-Service Content...

by HDI Support World Magazine  Thu 09 May 2019

In providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as much information as we can out into a self-service format. I...

The Power of Proactive Service and Support...

by HDI Support World Magazine  Wed 24 April 2019

Recently, a power transformer on my street malfunctioned and the power at my home (which includes my office) went off. I have a UPS (uninterruptable power supply) for my network so...

Metric of the Month: Call Abandonment Rate...

by HDI Support World Magazine  Tue 16 April 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...

The Perks and Perils of Assumption in Customer Experience...

by HDI Support World Magazine  Thu 11 April 2019

In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part of that discovery was learning that assumptions (both my o...

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