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How to be a Successful Support Center Analyst

This book is a companion to the HDI Support Center Analyst course and an indispensable desk-side reference for any front-line analyst. Rediscover “old” concepts and explore new tools and techniques as you focus on strategies for effective customer care.

Learn critical communication skills to boost customer satisfaction ratings
  • Discover essential problem-solving and troubleshooting technique
  • Learn to manage your career as a support professional
  • Understand service level management and support center metrics





Designed with the help of 47 support centers from diverse industries, HDI's Customer Satisfaction Index Service truly meets the needs of any support center that depends on customer satisfaction for survival. Weekly and monthly reports are emailed right to your desktop and benchmark your organization to others in your industry.

SupportWorld Magazine

This award-winning, bimonthly magazine offers invaluable information on help desk and call center management issues—providing you with key information to become your company’s undisputed service and support expert. Stay up-to-date on industry tools, trends, strategies, and technology.