Webinars

HDI's content-rich, live Web seminars cover industry best practices, emerging trends, and service leadership. Presented by top industry experts, these webinars keep technical service and support professionals up-to-date on key issues and offer training on concepts critical to support organization effectiveness.

Support Professional Information Network (SPIN) webinar series, a popular member benefit, offers topics of broad interest to all service and support center professionals. Presented in a 60-minute webinar format, SPIN sessions air the third Tuesday of each month.

Come SPIN with HDI!

Member Price: FREE
Price: $29

HDI Special Event Webinars, scheduled throughout the year, feature hot topics of special interest and are offered as a community service to members and non-members at no charge. These events include a series of related topics scheduled across one or more days, offering in-depth learning experiences.

Upcoming Webinars

SPIN August

Tuesday, August 24
10:00 AM PT
11:00 AM MT
12:00 PM CT
1:00 PM ET

Customer Satisfaction Benchmarking: The 2010 Report

Presented by: Jenny Rains, HDI Research Analyst & Cinda Daly, HDI Director of Business Content
Join Jenny Rains and Cinda Daly as they reveal the results from the second Customer Satisfaction Benchmarking study. This webinar will provide an overview of the key customer satisfaction metrics, highlight current trends, and provide benchmarking opportunities on customer satisfaction scores by industry, size of organization and type of support. You’ll gain insight into how organizations are measuring customer satisfaction today and how well the technical support industry is doing overall in delivering customer service.

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SPIN September

Tuesday, September 21
10:00 AM PT
11:00 AM MT
12:00 PM CT
1:00 PM ET

Best Practices for Building and Managing Virtual Support Teams

Presented by: Julie Mohr
In today's economy, alternative support models including outsourcing, insourcing and homesourcing are becoming increasingly more prevalent. This session will evaluate the driving forces behind utilizing remote agents in a centralized and distributed support model. With the right combination of people, process and technology, you can supplement your help desk staff with qualified personnel and offer them the ability to work from home. This presentation will cover the best practices in home sourcing, as well as successful solutions based on real experience. Learn how you can leverage remote agents within your help desk to deliver better, more cost-effective support.

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Upcoming SPIN Webinars

July
Leadership at All Levels

August
CSI Benchmarking Report: Results & Trends

September
Virtual Support

October
Desktop Support: New Standards of Excellence

November
Problem Management Best Practices

December
HDI Practices & Salary Report: Results & Trends

Upcoming Special Event Webinars

October
Customer Service Week