Case Studies

The case studies below illustrate the many uses, applications, and benefits of HDI’s various offerings. From the value of HDI Forum membership to the importance of interindustry networking, learn how HDI can give you and your organization the crucial resources to stay ahead of the curve.

Higher Education Forum Focuses on Providing Real Solutions to its Members  

This is a story of how Higher Education Forum members work together to create results-driven, best practice solutions for the higher education industry.

    Mark Fitzgerald
    Director of Customer Care
    Boise State University

Higher Education Forum Plants Seeds of Wisdom for the Future

The HDI Higher Education Forum fosters relationships and collaborative efforts for the University of South Carolina and Hobart and William Smith Colleges. This is a story of shared experiences, teamwork, and successful outcomes that transcends boundaries between small liberal arts colleges and large state institutions.

Forum Discussions Lead to Shared Best Practices 

The Fish & Richardson support team created a service catalog that improved the team’s visibility and demonstrated how its services aligned with the firm’s business as a direct result of HDI Law Forum discussions.

Supporting Systems that Save Lives 

Norton Healthcare emphasizes HDI training and certification as a core element of their mission to provide superior customer service.

Measuring Up 

The HDI Healthcare Providers Forum takes up the challenge to develop benchmarking standards to allow consistent performance measures throughout the industry.

The Power of Networking 

HDI has more than 60 local chapters throughout the United States and Canada that provide members powerful networking opportunities with other support center professionals.

The Support Center as a Business 

The HDI Support Center Director course provides leaders with the tools they need to succeed.

3, 2, 1...Contact: Getting it Right - The First Time 

HDI Faculty Trainer Rae Ann Bruno shares strategies for improving first contact resolution.

HDI's Certifications Ensure Your Customer Service Goals are Met 

Whether you operate an in-house support center or an outsourcing operation, HDI certifications ensure your customer service hits the mark

State of the Industry 

The HDI Practices and Salary Report provides a comprehensive look at the support center field-and a glimpse of what might be coming.

Aetna Measures Up to Excellence: Secures HDI Support Center Certification 

For organizations who want to measure their support centers against the best, the HDI Support Center Certification provides an objective assessment based on conformance with international quality standards.