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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
Note: This article is about dealing with stress in the workplace. While certainly stressful, abuse and harassment are outside the scope of this article. If you are experiencin...
With more people than ever working remotely, companies of all shapes and sizes are finding themselves adapting to and supporting situations they have never encountered before. The ...
This article was first published on HDI's partner site, ICMI.com.
Whether the problems customers call about are large or small, they all need our empathy. They need us to i...
If you are going to hang around in the support industry for a while and decide to make a career of it, inevitably something is going to change. Specifically, you will become a lead...
The world is moving on and cell phones are our new computers. As business apps continue to grow, more and more tasks are performed on the go using cell phones. Cell phones change t...
Being productive outside of your regular work environment is challenging, no matter where that is. At a previous employer, we were never routinely allowed to work from home. Howeve...
If you ask many who are in tech support or providing service to customers, there is a significant problem affecting many organizations: a lack of collaboration between teams and de...
What are your support analysts empowered to do for their customers?
One support analyst helped a customer troubleshoot his web-conferencing software. She quickly helped solve th...
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...
This year, I am going to get very personal with you. Instead of concentrating on professional development, my hope is to share with you some personal development that will offer yo...
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