Webinar Archives

These on-demand webinars are free to HDI members. If you're not a member, join now for free access to the full webinar archive and other HDI resources.

Evolving Customer Support in a Shift-Left World

with Peter Zeinoun , Roy Atkinson
Mar 21, 2017

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

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The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health

with Chris Meadows , Keelyn VanderWeide
Feb 16, 2017

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The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support...

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The State of Incident Management

with Roy Atkinson , Vincent Geffray
Jan 17, 2017

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Incident management is one of the primary processes of a support center. In order to...

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How Make-A-Wish America Delivers Seamless Remote Support in a Connected World

with Peter Zeinoun , Renee Dodson
Dec 13, 2016

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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...

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Sneak Peek: 2016 Desktop Support Practices & Salary Data

with Peter Zeinoun , Roy Atkinson
Nov 15, 2016

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In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously...

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