FAQ: How Do You Calculate First Call Resolution (FCR)?
HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, and […]
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Schrödinger’s Ticket
A ticket is not resolved until the customer says it’s resolved. One of the temptations support center analysts and technicians
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A Foolproof Guide for Identifying and Selecting Measures
Measures. Perhaps one of the most critical, yet often haphazardly defined concepts within an IT organization. If you don’t measure,
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DevOps as a Super-Framework
IT loves its frameworks. Not only do we love our frameworks, we are fiercely loyal to those that we believe
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Bring DX/UX to the Service Portal
The game has changed for technical organizations introducing self-service or a service portal to their customers. Instead of the days
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Transformation Agility
Create experiences with leadership, design groups, and stakeholders Technology is moving so fast it outpaces a company’s ability to adopt
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Everyone Has a Role to Play
Service management is a set of processes and procedures that allow us to serve the customer and make their experience
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FAQ: What Percentage of Abandoned Calls Do You Allow Your Agents?
HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, and
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Metric of the Month: Cause-and-Effect for Desktop Support KPIs
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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Culture Is Core
5 Ways to Gauge Your Service Management Team’s Culture We hear a lot of talk about company culture, and within