HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These monthly webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.
with
Andrew Graf
,
Chris Tozzi
,
Vawns Murphy
Jul 19, 2022 - 1:00 p.m. EDT
Done carefully, IT service automation improves support teams’ efficiency, in terms of both time and money; helps keep techs engaged and excited about doing work that improves colleagues’ and customers’ experience; and...
with
Deepthi Nagarajan
,
Vicki Rogers
,
Chris Chagnon
Jun 21, 2022 - 1:00 p.m. EDT
As disruption and accelerating demand become the new normal, modern service management platforms are critical tools supporting continuous IT improvements, enabling the introduction...
with
Charles Araujo
,
Ian Aitchison
,
Roy Atkinson
Apr 19, 2022 - 1:00 p.m. EDT
In this panel discussion, industry thought leaders will discuss the current state of the tech support employee experience. They’ll explore evolving customer and end user expectations, how and where...
with
Marni Casanova
,
Marie Ruzzo
,
Michael Hanson
Mar 22, 2022 - 1:00 p.m. EDT
As the world moves towards a new sense of normalcy, service and support teams will need to keep pace with consumer’s digital...
with
Jeff Rumburg
Feb 15, 2022 - 2:30 p.m. EDT
In this webinar, Jeff Rumburg will use benchmarks for four KPIs – first contact resolution rate, cost per contact, customer satisfaction, and service level – and a case study to illustrate how service and support leaders can establish realistic, transformative performance targets.