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
Hi Michael, hope you are well. I have a few qualifying questions for your Chat question.  Are you asking if anyone treats Chat as it's own channel in WFM? When you say "to increase staff", do you mean when your Chat penetration increases, or do you mean if your Chat Average Chat talk Time increase? Also, what is your Chat to FTE ratio? Are you doing 1, 2 or 3 concurrent chats per analyst? ------------------------------ Richard Sykora Manager, Customer Support Blackbaud Daniel Island SC --------- [More]

From : Communities>>Ask Your Network
Has anyone replaced Adobe with Foxit?  If so, is your company happy with it?  If you looked into replacing Adobe with Foxit and decided not to, what were your reasons? Thank you! ​ ------------------------------ Wendy Wagner Manager, End User Support Shurtape Technologies, LLC and ShurTech Brands, LLC Avon, Ohio ------------------------------

From : Communities>>Ask Your Network
Has anyone replaced Adobe with Foxit?  If so, is your company happy with it?  If you looked into replacing Adobe with Foxit and decided not to, what were your reasons? Thank you! ------------------------------ Wendy Wagner Manager, End User Support Shurtape Technologies, LLC and ShurTech Brands, LLC Avon, Ohio ------------------------------ ​

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