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Connect in person with the entire spectrum of technical service and support.

HDI events unite thousands of service and support professionals and leaders each year for premier education, networking, and collaboration.

HDI Conference & Expo
April 7-12, 2019
Rosen Shingle Creek, Orlando

HDI’s flagship event gives you a fresh look at the trending information,resources, technologies, and people in the service and support industry. FIND OUT More »


Service Management World
November 11-13, 2019
Omni Orlando Resort at Champions Gate

Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of the optimal service management strategy. FIND OUT More »

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HDI Community Member Discussions

From : Communities>>Ask Your Network
Thank you for your input Elisabeth! ------------------------------ Jon Harrison Manager, Support Center Woodruff Arts Center Atlanta GA ------------------------------

From : Communities>>Ask Your Network
Hi Jon, Nearly all our support is via email, so I define FCR as "did the first solution we offered solve the problem?" ------------------------------ Elisabeth Hunt Member Support & Training Director Species360 MINNEAPOLIS MN ------------------------------

From : Communities>>Ask Your Network
Hi all. I'm looking for a good definition of First Contact Resolution. Is there one, single definition that's the industry standard or does it vary slightly from company to company? My attitude for my team, right or wrong, has been that if it's a call into our support number then it's "yes" to FCR if the issue is resolved during the call. That seems obvious. The real question comes in when dealing with tickets that come in through other methods. If the issue comes in via an email (which auto-creates [More]

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In this excerpt from HDI’s SPOCcast podcast, Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more. Fancy shares HDI’s philosophy for our training curriculum and HDI’s initiative to build community with a free membership model.

Performance Management for All Types of Employees

If you want to build a great team, start with one person at a time. Stop giving everyone on your team the same goals. Treat them as individuals, get to know their strengths, and help them manage their career.

Metric of the Month: Channel Mix

The typical channel mix for service desks is evolving, potentially reducing costs for your organization. What is the right channel mix, and how does a service desk achieve that state? The answer depends upon the unique nature of the support environment that you operate in. There are, however, better end states for channel mix, and less optimal end states for channel mix. The service desks that come closest to truly optimizing their incoming channel mix provide a good user experience and give customers incentives to use lower cost channels.