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
Have you done an integration with CISCO Jabber and Cherwell? What pros and cons have you experienced? ------------------------------ Robin Gibson Integrated Services Manager Office of State Courts Administrator Jefferson City MO [Phone] ------------------------------

From : Communities>>Ask Your Network
Here are a couple of my favorites: Skittles - Depending on how many people you have and how much time you have, ask everyone to take 1-3 Skittles from a bowl. Once everyone has their Skittles, tell them that they have to share something about themselves based on the color Skittle they chose. Red - tell either an embarrassing or memorable moment or event Orange - share a goal you have Purple - tell about your greatest achievement Yellow - tell about a hobby or interest Green - tell about a favorite [More]

From : Communities>>Ask Your Network
I"m looking to revamp our Intranet but could use some new/refreshing ideas. Is anyone willing to share a screenshot of their main landing page? Our webdesign software is pretty old school so I have to work with what I have to make it look half decent. ------------------------------ Nicole Kay Helpdesk Coordinator Toronto ON ------------------------------

Latest Content
Measuring Success: An Introduction to Metrics

There are many things we can measure in IT, but which things should we measure? And which should we report? As tech support professionals, we must ensure that the metrics we report provide value to inform our services at operational, tactical, and strategic levels. And as the organization matures and changes over time, we should adjust our metrics and KPIs to align with the revised vision and goals of the organization.

Metrics: What’s the “C” in “FCR”?

The C in FCR used to stand for first call resolution. Then along came other channels for technical support. But we cannot just stop measuring because our old ways no longer fit the bill. We need to be able to gather metrics across all channels in a way that makes sense. The first step is to modify the old phone metrics (first call) to reflect today’s channels.

Tech Support Confessions, Part 1

It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.