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
Thank you all for the comments. All very helpful !! ------------------------------ Liz Richey Supervisor Service Desk & Desktop Support Atmos Energy Corporation Dallas TX [Phone] ------------------------------

From : Discussion>>Ask Your Network
So, I come back energized and full of ideas from the conference and the Connect board, but as always, I'm having difficulty carving out time for planning/development. Other than personal time, I'm looking for ideas on how to regularly get time to be proactive. Is it simply time management and sticking to my guns about needing that time? Is it self-discipline to just take the time and stop saying I don't have any? Thanks! ------------------------------ Kristin Jones Customer Experience Lead Graham [More]

From : Discussion>>Ask Your Network
I use for little surveys, employee sat & quizzes on team processes. Keeps our meetings lighthearted. :) ------------------------------ Kristin Jones Customer Experience Lead Graham Calgary AB [Phone] ------------------------------

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.