Medium

HDI Team

HDI Team

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Nov 29, 2018

Using Data to Enable Business Relationships

My current life in IT revolves around data. As a sales consultant, I am striving to ensure that people can better see and understand their…

HDI Team

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May 31, 2018

Never Forget Why You Do This

Amid all the frameworks, metrics, tips, and training advice, we sometimes lose sight of a central question: Why do we do this difficult…

HDI Team

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May 2, 2018

Use a Strategic Framework for Your Career

Have you ever considered your career to be a “project?” If you think about it, your career is one of the most important initiatives that…

HDI Team

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Apr 6, 2018

Understand the Customer Experience Journey

Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left…

HDI Team

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Mar 20, 2018

The Mechanics of Empowerment and Delegation

Technical support and service leaders do not have to struggle with the opposing forces of aligning their organization and empowering their…

The Mechanics of Empowerment and Delegation

HDI Team

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Jan 8, 2018

4 Strategies to Rebuild Trust in the Workplace

David’s management style was confusing the heck out of his team.

HDI Team

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Sep 8, 2017

Artificial Intelligence: Shifting Work and Shifting Skills

As usual, there is a major gap between what the headlines say and what we are experiencing in our daily work lives. If we were to take all…

Artificial Intelligence: Shifting Work and Shifting Skills

HDI Team

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Aug 22, 2017

No More Nonpologies: Apologize to Customers Like You Mean It

There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the…

HDI Team

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Jul 12, 2017

7 Tips for ITSM Consultants

In this article, I hope to share with you some tips and guidelines picked up over many years as an IT service management consultant. I have…

HDI Team

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Jun 22, 2017

Synchronize Your Team

A small boat with twin engines needs those engines to run at the same RPM in order for the boat to run smoothly and not have the captain of…

Synchronize Your Team

HDI Team

HDI Team

HDI is the worldwide professional association and certification body for the service management and support industry.

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