HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, and […]
FAQ: How Do You Handle Service Desk Staffing for Peaks in Demand? Read More »
5 Steps to Increase Service Desk Effectiveness So you’ve overcome the obstacles of poor ASA and high call abandon rates.
What is a positive customer experience? That is not a question you should have to ask. I challenge you to
How My Customer Experiences Improved Me Read More »
4 Things that Can Deteriorate a Customer’s Experience and 4 Ways to Win Their Confidence Back Kylie was frustrated with
Customer Service: Who Cares? Read More »
In a world of increasing commoditization, seeking differentiation by delivering exceptional customer experience to drive loyalty seems like a no-brainer.
Aiming for Exceptional Customer Service Is Costing Your Business Read More »
The term “customer” may have several meanings depending on who you ask. From a business perspective, the person buying a
What Does Customer Experience Mean to IT…Really? Read More »
If there is someone in your life that looks to you for guidance, you are a coach. It could be
What Works in Professional Development: You are a Coach, Act Like One Read More »
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
Metric of the Month: Introduction to Chat Metrics Read More »
Wondering what it takes to keep loyal and happy workers on the job these days? You might be doing better
6 Sure-Fire Ways to Boost Employee Job Satisfaction Read More »
Today’s customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service tools in their personal lives
3 Technologies to Power a Successful IT Self-Service Experience Read More »