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
​We have been on Cherwell for 4 years. We moved from HEAT to Cherwell. Our implementation plan was really basic on just rolling out Incident mgmt. Once we rolled that out we saw the need for much more. It's been a very good tool, very stable and can do a lot of things outside of IT. The dash boarding is fantastic!. The price point seems to be ok compared to other tools and the administration isn't overly complicated. With that being said, it is a bit more difficult than we were told prior to purchasing [More]

From : Communities>>Ask Your Network
Hi -  We get many many How Do I types of questions.  Have any of you started putting together social communities to let your customers engage in conversation with your support staff for non-urgent questions and needs? How is it going? What are the challenges? What has worked well? ------------------------------ Rachel Camero IT Customer Experience Programs Manager Intel Folsom CA ------------------------------

From : Communities>>Ask Your Network
Curious as to if any organizations use any 3rd party vendors for Microsoft related support (servers, exchange, AD). Microsofts current Premier support model will no longer be available come 2019. A new much more costly model will be implemented so we are exploring other support options for our MS environment other than corporate MS. Thanks ------------------------------ Michael Turpin Director, Service Management Northwell Health ------------------------------

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Optum’s End User Technology Services focused on teamwork and implemented centralized services to help them achieve team excellence.

Silent Suffering: Why Your Customers Don’t Contact You

Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed? The whole question of IT being difficult to deal with goes straight to the heart of customer experience. Understanding what the customer goes through and how they feel about it at every stage is an important part of improvement.

Measuring Service Quality as Part of Performance Management

Many service managers are very familiar with the “service triangle,” with the three elements of people, process, and tools arranged around a central theme such as service delivery. Good practices dictate the use of an integrated set of service management activities that optimize the use of people, process, and tools.