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.

IT Service Management in 2022: Keeping the Lights On vs. Delivering Employee Delight

with Deepthi Nagarajan , Vicki Rogers , Chris Chagnon
Jun 21, 2022 - 1:00 p.m. EST
As disruption and accelerating demand become the new normal, modern service management platforms are critical tools supporting continuous IT improvements, enabling the introduction...

Employee Experience Is Everything: Using Real-Time Data to Optimize and Delight

with Charles Araujo , Ian Aitchison , Roy Atkinson
Apr 19, 2022 - 1:00 p.m. EST

In this panel discussion, industry thought leaders will discuss the current state of the tech support employee experience. They’ll explore evolving customer and end user expectations, how and where...

How to Deliver High-Touch, Digital-First Tech Support

with Marni Casanova , Marie Ruzzo , Michael Hanson
Mar 22, 2022 - 1:00 p.m. EST
As the world moves towards a new sense of normalcy, service and support teams will need to keep pace with consumer’s digital...

Are Your IT Service and Support Performance Targets On Target?

with Jeff Rumburg
Feb 15, 2022 - 2:30 p.m. EST
In this webinar, Jeff Rumburg will use benchmarks for four KPIs – first contact resolution rate, cost per contact, customer satisfaction, and service level – and a case study to illustrate how service and support leaders can establish realistic, transformative performance targets.

How and Why to Adopt Role-Based Provisioning

with Phyllis Drucker
Jan 25, 2022 - 1:00 p.m. EST

Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right. Join industry leader Phyllis Drucker to learn about the benefits you can realize from...