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
We use PagerDuty - it integrates to our help desk program (ManageEngine - it takes a technician license though). Works fabulously with our rotating on call technicians. ------------------------------ Linda Donohue IT Supervisor CypherSystems Group Windsor ON [Phone] ------------------------------

From : Communities>>Ask Your Network
Carma, We are currently going through a Chat POC at the Health Care System I work for. We have about 60,000 clients. Take about 45,000-50,000 Service Desk calls per month. Trying to find a way to move some of this volume away from calls to other mediums including Chat. We are using Bomgar as our Chat System and well as remote control. Some of the key metrics we are looking at include Chat Session Lengths How many chat sessions an agent can handle simultaneously Wait in queue Abandon Chats [More]

From : Communities>>Ask Your Network
We are a global, multiple business unit company. Today, the ability to reset user passwords is consolidated to the corporate service desk. Business unit service desks would also like to reset passwords. Do any of you have an environment of decentralized password resets? What types of controls and practices do you have in place to ensure consistency in the reset process? ------------------------------ Carma Spitzer Service Desk Manager Principal Financial Group Des Moines IA [Phone] ----------- [More]

Latest Content
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Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. HDI’s own data analyst extraordinaire, Jenny Rains, shared some cool tips and a caution: We all know what KTLO means...or do we? One attendee’s organization has one FTE dedicating almost half his/her time to getting reports to run. Another can’t use out-of-the-box reporting because the tool was heavily customized. How does your organization measure up?

Aspect Software’s KCS Journey: Follow the Recipe

KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success. But, as this case study illustrates, skipping components can doom your implementation. If you follow the recipe and include all the basic ingredients, you will see positive results.

Build Trust for Stellar Customer Service

Being in business is complicated and mistakes can happen at even the most trusted companies. Loss of trust can cost a lot in lost revenue. What will keep you in business is being open and honest with your clients and making sure that all of your employees have a consistent message from the company.