Webinar Archives

Learn how to tame the madness in your categorization scheme. Incident, problem, and event management depend upon categorization to trend and improve service performance. But, did you know that the service catalog, training plans, career development and skills assessment are also dependent upon that same categorization? It’s amazing how much of what we do depends on understanding what we do, and that starts with effective categorization of the products and services we provide.

Join the HDI Research & Content team as they highlight the most intriguing technical service and support findings uncovered in HDI research throughout the year. We’ll provide an inside look at the data paralleled with current trends and future predictions. This webinar will help technical support leaders validate existing practices and discover new ideas for the future. Drawing from the HDI Practices and Salary Reports, HDI Research Corners, and the HDI/Information Week Analytics report, we’ll provide an overall look at the state of the industry. We’ll also share insights from discussions around the HDI Forums and Strategic Advisory Boards that will help support center leaders validate existing practices and discover new ideas for the future.

In this practical session, Robert shows you how to deliver an enhanced customer experience with game changing results by transitioning from a phone-based to a web-based support model. He presents a logical approach for developing and executing the proper strategy for chat.  This includes a methodology for using non-traditional, innovative metrics and processes to drive higher productivity from your workforce.  He concludes with a discussion on how to measure and improve performance through the use of critical KPIs.  From this session, you’ll gain the tools and a systematic framework that will help you get the most value out of your chat channel.

A complimentary webinar for HDI members, ICMI guests, and the industry at large

HDI proudly supports Customer Service Week each year with motivating, inspiring, and fun-filled activities that service and technical support organizations can use to boost morale and motivation and promote teamwork. It's a time to reward front line performance, raise company-wide awareness of the importance of customer service, thank other departments for their support, and remind customers of your commitment to customer satisfaction.

As a centerpiece for your celebration of Customer Service Week, kick off the week with a 3-part webinar series, filled with discussion starters, team-building activities, and enough fun to fill the entire week. Participate in the full live event on Monday, or plan something different for each day, replaying the webcasts from the HDI Webcast Theater at a time that works best for you and your team.

Agenda (all times EDT)

You know the drill. You spend a lot of time and resources collecting and reporting your metrics, and yet no one seems to pay attention to them until things go wrong. Do you sense that people are gaming the system to meet the KPIs instead of following the intent of the KPIs? It turns out that the metrics we have traditionally used in IT and support can mask serious issues that will cause you to fail as you morph from a reactive, break-fix organization to one that is finely attuned to the needs of the customer ecosystem, company and staff.