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As our industry transforms and matures, last century standards for cross-team communication...
Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all...
Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the...
According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing...
The terms metrics and measures are often used interchangeably, and while they are related,...
Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the...
What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization,...
Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!
If you’re new to...
The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...
More and more organizations are using the shift-left approach to support, bringing more complex work down...
The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support...
Incident management is one of the primary processes of a support center. In order to...