JOIN HDI

CONNECT

Stay onsite and save!

Book your hotel by March 5 to take advantage of special rates.

Learn More

What Service and Support Managers Should Know About AI

February 27 | 1 p.m. ET

Join us for this free webinar to learn how AI is being integrated into service management software, and how that integration has a direct bearing on how service management and support can and will be done in the near future.

HDI Wants You

Calling All Service Management Experts!

It’s that time again…we’re officially casting the net in search of world-class ITSM speakers to join our team, November 11–13, 2019, in Orlando for Service Management World 2019. Let your voice be heard and submit a proposal today!

SUBMIT PROPOSAL

HDI Community Membership

Gain access to valuable research and opportunities to help you connect, learn, and succeed by joining the free HDI Community today.

Join Today!

Our Business Is Growing, So You Can Too!

Need more service management resources? No problem.

HDI has recently assumed ownership of Propoint Solutions’ portfolio and now offers expanded service management resources, including comprehensive training and consulting services.

HDI is the leader in support, service, and guidance to the support and service management industry.

For over 30 years, HDI has partnered with thousands of organizations to improve their customer service and service management performance.

Discover how we educate their people, elevate their processes, and empower their strategy through:

INFLUENTIAL RESEARCH.

SUPPORT CENTER SERVICES.

A NEW LEVEL OF NETWORKING.

SIGNIFICANT INDUSTRY DISCOUNTS.

Join the HDI Community

HDI is your Partner in Achieving Customer Excellence

We offer Events, Certification and Training, Consulting, Industry News, Research and Resources.

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 »

Subscribe to the Newsletter Service and Support Pros Trust

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.

Subscribe Now

HDI Community Member Discussions

RE: First Contact Resolution

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

RE: First Contact Resolution

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 ------------------------------

First Contact Resolution

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]

Ask Your Network

Latest Content from Supportworld

Single Point of Contact: Fancy Mills

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.

Explore SupportWorld

Chat with usLiveChat