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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
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...
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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...
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...
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...
The first time I heard about “customer experience” was in a course about knowledge management. It was almost a throwaway line in that the speaker was referring to how k...
You can throw around all the buzzwords you want about what the future of support will look like. But when all is said and done, it will always come back to people and how we work t...
What is a positive customer experience? That is not a question you should have to ask. I challenge you to define the answer based on your personal experiences. As a service managem...
What a time to be alive as a service professional! Whereas many service departments have been viewed as reactive cost centers in the past, the customer experience revolution has ch...
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...
A ticket is not resolved until the customer says it’s resolved. One of the temptations support center analysts and technicians have is to mark tickets “resolved&rdqu...