The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

 
 
Member Discussions

From : Communities>>Ask Your Network
Greetings folks.  This is my first post to the HDI forum and ironically it is about forums!  LOL :)  We are formally adding forums as a support channel to our portal in 2018.  They will be an additional option for our users and we are looking for ideas on driving entitlement of that channel outside of forcing users through a forum before submitting a ticket.  Does anyone currently use forums as a support channel?  Any key takeaways you might want to share?  Was your implementation successful?  Why?  [More]

From : Communities>>Ask Your Network
Hi Kristin, Our Support team's theme for 2017 was "Simplify" and our focus was on creating better procedures and cutting off some of the extraneous things we were doing that were merely taking up time. For 2018 our focus is "Growth" - this is the year to build on the process/procedures while continuing to improve on our responses. We've hired a lot of new people in support over the past few months, so this Growth theme is also applicable to the knowledge of our support team, the growth of our knowledge [More]

From : Communities>>Ask Your Network
I am in and really looking forward to it as I am also a first timer. Also, no need to send the Starbucks card. Thanks! Sara ------------------------------ Sara Stubbs Director, Customer Service & Support University of Oregon ------------------------------

Latest Content
Pick the Top 25 Thought Leaders in Technical Support and Service Management for 2017

Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.

Rebuilding A Team in the Face of Organizational Change

Any time there is a significant change in team members, it is critical to recognize that the team moves back to forming, the first stage of building teamwork. This requires the team to develop ground rules and expectations as well as build trust. Follow these 4 steps to rebuild trust and teamwork.

Chat for Support: Some Things to Consider

Chat as a support channel is gaining in popularity. But chat is not perfect for every type of interaction. You must identify the ideal issue types before implementation. Like any other channel, implementing chat requires planning and work.