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AI Means Business: A Panel Discussion on Modernizing Knowledge Management

Tuesday, February 23, 2021 | 1:00 PM ET

In this panel discussion, HDI’s Doug Tedder, Indiana Universty’s Chris Payne, and Ivy.ai’s Mary Frances Coryell will focus in on one of the most common applications of AI in service and support – chatbots – and the implications for both knowledge management and self-service.
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Give Your Service and Support Operations a Virtual Check-Up

Through a series of questionnaires and web conferences, HDI’s virtual HealthCheck consulting service analyzes key foundational areas of your operations compared to best practices, then provides custom, expert recommendations based on your organizational goals.
Learn more and schedule your consultation

HDI Stands for a Diverse and Inclusive Community

HDI embraces and supports a diverse and inclusive community of service and support professionals. In today’s climate, it is one thing for us to stand and support these intentions; it's another for us to take action around them. We invite you to see what we’re doing and provide feedback as we move forward.
See Our Action Plan

Can't Connect In Person? Connect Online!

Join the HDI Community

The online destination ideal for IT support and service management professionals looking to expand their knowledge, advance their careers, and find a community that treats you like family.

Connect, learn, and succeed by joining the free HDI Community today.
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Serving and Supporting the HDI Community During This Difficult Time

These are certainly extraordinary times begging extraordinary measures.

Many of you are on the front lines of this crisis - enabling a transformative work-from-home effort while keeping systems online remotely, service levels stable, and teams sane. We know it's not easy, As the leader in support, service and guidance to the technical support and service management industry, we're here to help.

Learn More About What We're Doing

HDI is your Partner in Achieving Customer Excellence

We deliver value through Events, Certification and Training, Consulting, Industry News, Research and Resources.

Connect 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.

Service Management World
November 6-10, 2021
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. Learn More »

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SupportWorld Live
July 11-16, 2021 | Las Vegas, NV

Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes. Learn More »

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Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs.

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Leading the technical support field with tips and insights from experts around the globe.

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HDI’s Top 25 Thought Leaders of 2021

January 27, 2021

We asked you who were your mentors and gurus in the IT service and support industry,...

Here are Three Advantages of Collaborative Support

January 26, 2021

In a time when our teams are spread out geographically, it’s more important than ever...

Creating a Culture of Accountability for Results and Respect

January 25, 2021

In these days of semi-permanent distance work, it’s more important than ever to take...

Don't Overlook the Goldmine of Data Supplied By Field Technicians

January 20, 2021

A service call should never be just a service call. Instead, it can be an opportunity...

Metric of the Month: Ticket Backlog

January 19, 2021

Jeff Rumburg explains why ticket backlog is an important metric to measure,...