2014 Webinars

When customers need their complex support issues addressed and can’t find the answer on their own, they turn to live support. Are your agents ready to answer calls efficiently and effectively, with the right knowledge and information at hand? Are their answers and solutions for customers...

IT services are a key component of success in every organization. In this webcast, Ric Mims will present an approach to developing your service improvement plan, focusing on on the importance of customer feedback mechanisms, translating feedback into actions, prioritizing, allocating budget...

Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...

HDI proudly supports Customer Service Week by providing engaging, inspiring, and fun-filled activities that technical service and support organizations can use to boost morale, motivation, and teamwork. This week is a time to reward frontline performance, raise company-wide awareness of the...

In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...

Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...

Jason Young presents his innovative perspective on creating and sustaining a high-performance workplace where people can do their best work. Based on his recent book, The Culturetopia Effect,  Jason will explain how leadership defines organizational values,...

In today's economy, finding the right talent has become more difficult than ever. However, there are several key steps you can take to find candidates with skillsets that align with the changing needs of your support center. In this session—one of the top three at HDI 2014 in Orlando—Fancy...

Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...

With the rising demands for support access anytime, anywhere, from any device and the continuing need to contain support costs, remote support solutions have risen to the top three “must-have” technologies. Coupled with a solution lifecycle that averages three to...

Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...