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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

Tag - customer service

10 Tips to Elevate Your Self-Service Portal...

by HDI Support World Magazine  Wed 13 November 2019

Self-service portals are quickly becoming the fastest way to transform the way we deliver IT services to our users and expedite our shift-left strategies. But how do you get starte...

How to Create a Winning Support Strategy in the Age of Digital Transfo...

by HDI Support World Magazine  Wed 06 November 2019

The era of digital transformation has injected new life into the old wisdom, “The only constant in life is change.” In our plugged-in world, change is happening at a br...

Duquesne University’s Journey to Build a Strong Student Support Staff...

by HDI Support World Magazine  Wed 23 October 2019

In tech support for higher education, we have the unique opportunity to provide students with a great real-world experience of serving others while gaining valuable technology skil...

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...

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...

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...

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 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...

Internal Customer Experience: Is This Even a Thing?...

by HDI Support World Magazine  Wed 13 February 2019

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...

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