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
Customer Experience is huge and not to be confused with customer service. The interactions with the help desk are part of CX. The key element are how much effort did the user have to exert to get their issue resolved such as time waiting for an answer, time spent on a call or chat with the help desk, actions that the user has to take to resolve their issue. Consider the amount of effort that a user exerts to call about an issue, wait on hold, explain their issue, and get it fixed vs. the amount [More]

From : Communities>>Ask Your Network
Check out Ziften ------------------------------ Barckley Toole Director, Global Support Center The Coca-Cola Company Atlanta, GA ------------------------------

From : Communities>>Ask Your Network
I've never thought of an interaction with someone calling the Service Desk as a transaction. It's always been about the customer experience, the goal of which, is to get them back up and running as fast as possible, or get the ticket over to someone who can. This all while being supporative, understanding, and humorus where appropriate. The better you get to know your customers, the better you know how to support them. You learn who you can and can't joke with. What questions you need to ask [More]

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.