HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These monthly webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.
with
Cay Robertson
Oct 20, 2015 - 1:00 p.m. EDT
In this members-only webinar, Cay Robertson will discuss some of the ways to accomplish process improvements in desktop support, highlighting some year-over-year changes and trends from the 2015 Desktop Support Practices & Salary Report.
with
Mary Cruse
Oct 8, 2015 - 1:00 p.m. EDT
Coaching involves regular communication with the goal of building skills through encouraging feedback. In this webinar, Mary Cruse will present six steps you can implement immediately to improve performance and empower employees to provide a stellar customer experience.
with
Oct 7, 2015 - 1:00 p.m. EDT
Gain a better understanding of the total customer experience! In this webinar, Julie Mohr will cover the core concepts of customer experience management, including the five steps of the CEM framework.
with
Rae Ann Bruno
Oct 6, 2015 - 1:00 p.m. EDT
In this webinar, Rae Ann Bruno will identify the skills that make support professionals great at providing customer service, and she'll connect the dots between these skills and their importance and value to the organization.
with
Roy Atkinson
Sep 15, 2015 - 1:00 p.m. EDT
In this webinar, Roy Atkinson, HDI's senior writer/analyst, will explore the latest trends and developments in enterprise service management (ESM) and discuss topics to consider when moving from ITSM to ESM.