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
Ours was just redesigned using orchard. So much easier and friendlier. ------------------------------ Kevin Foley Specialized Client Support Manager Texas Legislative Council Austin TX [Phone] ------------------------------

From : Communities>>Ask Your Network
Hi Everyone - Was wondering if anyone has had any luck with pulling data from the HDI CSAT tool directly into Microsoft Power BI. I've poked around a little and it looks like the closest I could get is to have scheduled reports sent/uploaded to a cloud drive that Power BI is reading from. I'm trying to include the CSAT info into a dashboard that displays other KPIs from our other systems. Thanks in advance for any info provided. ------------------------------ Brian Luebke Director Publicis Groupe [More]

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] ------------------------------

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.