Welcome to HDI! We are the leaders of support, service, and guidance to the support and service management industry.

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
I wanted to thank you all for your feedback.  It looks like everyone is inline with sharing with all the agents.  That is my thinking as well thanks, Jeff ------------------------------ Jeff Imber Manager, Service Desk Darden Orlando FL ------------------------------

From : Communities>>Ask Your Network
Jeff,  I share all statistical data among my team.  We post it to SharePoint and the agents can easily go in and review things before their normal 1:1 meetings.  They also have the ability to see all survey data and other metrics directly from ServiceNow.     The feedback I receive from my team is they appreciate it and they can self manage vs feeling like someone needs to micro manage their behavior.   ------------------------------ John Jester Operations Manager BJC HealthCare SAINT LOUIS MO [More]

From : Communities>>Ask Your Network
Don't discount the techs that other techs feel trust in going to to help with issues they don't understand or know how to do. ------------------------------ Glenn Reed Service Desk Manager Oxbow Carbon LLC West Palm Beach FL ------------------------------

Latest Content
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No one expects the support staff to become cybersecurity experts, unless they are headed in that direction as a career move. That doesn’t mean that they should not be trained in the field, and it doesn’t mean that they should not be in close contact with the organization’s cybersecurity office on a regular basis.

How to Replace an Aging Ticketing System

Implementing a new ticketing system can be a daunting job that involves not just changing a system, but also the people and processes connected to that system. Handle it as a significant organizational change in your support center that must be managed and executed carefully. A step-by-step process approach will minimize the risk of failure and maximize the likelihood of success.

The Influence of Transparency on the Customer Experience

Improving your customer’s experience doesn’t have to mean that you need a new tool or platform. You can improve the customer experience simply by understanding your customer and their needs and empathizing with them.