Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Date Published June 7, 2017 - Last Updated December 6, 2017
John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Date Published June 6, 2017 - Last Updated December 6, 2017
To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Date Published June 1, 2017 - Last Updated December 6, 2017
Retrieval practice ensures information learned in training is used appropriately on the job.
Date Published May 31, 2017 - Last Updated December 6, 2017
Aprill Allen was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Aprill to be involved in the community.
Date Published May 30, 2017 - Last Updated December 6, 2017
Confrontation is a good thing, and it is one of the most important skills you need as a leader.
Date Published May 25, 2017 - Last Updated December 6, 2017
Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stuart to be involved in the community.
Date Published May 24, 2017 - Last Updated December 6, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Date Published May 23, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Date Published May 23, 2017 - Last Updated December 6, 2017
Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between a KPI and a metric.
Date Published May 18, 2017 - Last Updated December 6, 2017