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
19 Finalists Selected for the 2017 HDI Technical Support Industry Awards! We are very excited to recognize our finalists and honor the HDI Technical Support Industry Award winners at the HDI 2017 Conference & Expo in a few weeks in Washington, D.C. CONGRATULATIONS to all our finalists! Please help spread the word about these amazing finalists! You can share the following through social media: .@ThinkHDI announces 19 finalists for 2017 HDI Technical Support Industry Awards- winners announced at [More]

From : Communities>>Ask Your Network
Hi Eddie, We   We survey a random 20% of daily incidents closed with no user getting more than 2 requests per month.  On a monthly basis, I present to senior management a sheet that shows our scores as well as comments entered by our customers throughout the month.  We score based on % favorable (a 4 or 5 on a 5 point scale).  We compare each favorable score to the prior month and, at the bottom, we call out incoming demand as compared to last month as that we tend to drive overall satisfaction too. [More]

From : Communities>>Ask Your Network
Hi Eddie, We have two types of Customer Surveys:   1) Post-incident (transactional) - embedded as part of an incident closure notification and unique to the interaction.  That is a basis for our Customer Support teams' bonus structures, and a highly valuable KPI to the organization to assess the health of the daily interactions with our customers.    This has an escalation option and low-score automated followup trigger to direct leaders of the agent who handled the interaction.   2) Annual Customer [More]

Latest Content
#HDIchat Recap: What Are You Doing to Improve Team Relationships?

HDI research shows that team relationships are the most important factor in employee satisfaction. What are you doing to improve team relationships?

The Value of Time

When a support center saves money by providing self-service—even if it is an excellent self-service system—the customer winds up spending money because the end users are spending time seeking solutions when they could be contributing to the organization’s revenue in one way or another. We have not been doing away with work, we have merely been shifting it.

Turbocharge Your Metrics with Benchmarking!

The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated. If you have never benchmarked your service desk or desktop support functions before, you should not be intimidated by the process. The benchmarking methodology is very straightforward. Moreover, an effective benchmark does not have to cost a lot of time or money. In fact, benchmarking has the highest ROI of any tool in the continuous improvement toolbox!