Homoglyphs are what?
Homoglyph attacks are a type of cyberattack where attackers use characters that look similar to other characters to trick users […]
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Article
Metric of the Month: First Level Resolution Rate
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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New Technology Does Not Always Equal Success
A lesson in organizational change management A business acquaintance was sharing his enthusiasm after purchasing new technology for their company.
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Tips and Strategies for Self-Service
HDI Leadership Forums hold speed-circuit discussions to share ideas One of the features of the HDI Leadership Forums is the
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Lessons in Leadership: Reflections from Julie Mohr
HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented
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Chat for Support: Some Things to Consider
Chat, a.k.a. live chat or web chat is still gaining in popularity. We hear of organizations adding it every day,
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Dashboards 101
Demonstrate a true picture of IT service and support when you select measures that resonate with the business Today’s service
A Framework Is a Recipe
If you are lucky enough to have a very good cook as a friend or partner, you’ve probably watched them
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Rebuilding a Team in the Face of Organizational Change
4 Strategies to Rebuild Trust in the Workplace David’s management style was confusing the heck out of his team. Once
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What Works in Professional Development: Make a 2018 Training Game Plan
It’s that time of year againtime to reflect upon the achievements of the current year and strategize goals for next
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