First Contact Resolution - The Performance Driver!
Cinda Daly - The War for Talent
Bren Boddy "What The Heck Did My CIO Just Say?"
Dispatches From Afar: Building and Managing a Distributed Desktop Team
Caring For Our Own
Brenda Anderson: Are Your Teams In FLOW?
Cloud Computing and Self-Service
Benefiting from a Quality Problem Management Program
Rob Kleier - "Driving Customer Experience Quality from the Front Line", Part 2
Michael Fisher, HDI2011 - Networking for the IT Professional and the IT Geek
Rob Kleier - "Driving Customer Experience Quality from the Front Line", Part 1
Rob Kleier - "Driving the Customer Experience"
RHT IT Hiring & Compensation Trends 2011
Interviewing for customer service working session exercise
Interviewing for Customer Service - A Working Session
Better Days Thru Better Ways
RHT 2010 Hiring And Comp Trends (US)
Increasing End User Adoption
Hornbill Overview - Bite Size Offer
