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 : Discussion>>Ask Your Network
Yes we want to measure all of those things and possibly more. Just looking for ideas of things to score them on so that they can see areas that they are doing well in as well as areas they could improve in. With the Service desk it was easy because it was all geared towards the quality and accuracy of how they entered and tried to resolve them before escalating them. And we look to see of they entered the correct call categories and call types. And if they set the contact type to the correct type [More]

From : Discussion>>Ask Your Network
We are looking at updating our on-line customer service training tools so wondering if anyone can provide me the product you use when training support representatives on expected customer service presentation. Also, have you ever had a speaker come into your company to speak on customer service experiences and what professional customer service looks like? If so, who did you use? Appreciate any feedback you may have. ------------------------------ Andrea Knight Manager Training ISTS Applications [More]

From : Discussion>>Ask Your Network
Hi Clint--we used to have a formal disaster recovery plan which was to relocate to a specific room in a different building. we also had a few laptops that we could use, similar to your situation. We never had to actually activate either one of those plans, thankfully. Those plans went away several years ago when the person who was in charge of those retired. Currently, we don't have a formal disaster recovery plan. In it's place, however, about 40% of our staff work from home or remote centers [More]

Latest Content
6 Steps to Build a Knowledge Management Culture

Realizing that implementing knowledge management is a strategic initiative, and must be planned, designed, and implemented using a lifecycle approach, results in an organization-wide process that literally transforms your culture and the way people work. Instead of having to think about how to search the knowledge base for a solution or an answer, service and support staff will just do that as a matter of carrying out their normal routine.

Focus on People: Skills, Training, and Satisfaction in Technical Support

Our world, especially as it relates to technology, is undergoing a period of incredibly rapid change. Technology is permeating areas of work where it hasn’t previously, and customers and end users are being barraged with new tools and ways of doing things every day. When things go wrong or they're confused by changes, people turn to the support center. Picking up the phone or opening a chat may not be their first choice, but a well-run support center makes it their best choice.

Metrics: First Level Resolution

First Level Resolution (FLR) is a simple enough metric. It answers the question, “How many resolutions were we able to provide without hierarchical escalation?” It’s a measure of efficiency and effectiveness, showing whether your Level 1 analysts are resolving a high percentage of the contacts that come their way. However, there are two major ways to measure FLR.