The Association for Technical Support Professionals

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
Ryan, we use Autotask for this very reason.  Autotask is an ISM/PSA SaaS application with a tool included (Dispatcher Workshop) that looks at team weekly calendars.  Out of the Service requests (tickets) we can schedule service calls on the agents schedules.  Work flow rules then keep the Customer informed of the visits, both on-site and remote. We maybe out growing the tool, but without a dispatcher workshop replacement, we will be staying with Autotask. Steve Please let me know if this has been [More]

From : Communities>>Ask Your Network
Siu-Ching Fong, we do hear this from time to time.  Our response might not be applicable in your situation, but here it is. We explain to the Customer that when the call us it is like going to the emergency room.  If the are not in dire pain, the can make an appointment with thier primary care physician, but for Incident respose, the doctor/agent on duty will be the one responding to address their pain. Please let me know if this is helpful   Steve ------------------------------ Steve Buyze Resource [More]

From : Communities>>Ask Your Network
I am not familiar with IEX. WFM. Is this it? IEX TotalView Workforce Management (WFM) ------------------------------ Terri Oropeza - Goldway Services 650-222-3056 Scotts Valley, CAPrincipal Consultant ------------------------------

Latest Content
Metrics that Matter to the Business

Measurements are a way of communicating what is important to the organization. Make sure yours balance the needs of customers, employees, and the business. There has to be a clear line of sight between the objectives of the organization and what each person can affect.

Gratitude and Productivity at HDI 2018 Conference & Expo

While special occasions, such as project completion, offer opportunities to give a little something extra to employees, every day can offer up opportunities to give sincere thanks to the team and among the team members. Studies show that gratitude—both given and received—has a positive effect on productivity.

Use a Strategic Framework for Your Career

A strategic framework is a structured method used to define how a project or initiative supports the key objectives of stakeholders. If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course. When using a strategic framework for career guidance, it’s all about you! You are the stakeholder, and your business objective is to successfully manage your career.