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A Message to the HDI Community

 

Serving and Supporting You During This Difficult Time

Is it just us or does it feel like the past few weeks have actually been months? These are certainly extraordinary times and we, the HDI team, are here to serve and support you.

Our goal has always been to deliver information that is accessible, practical, and helps you navigate your current reality. At no time has HDI been more dedicated to this mission than we are now.

  • If it's crisis communications or delivering a quality customer experience under pressure, your peers have the insights to help you figure things out, starting with the links below.
  • If you're feeling disconnected and missing the camaraderie of your workplace, or if you want to crowdsource the resolution to a problem, HDIConnect can help you meet others who are walking in the same shoes.
  • If you want more active support for current business challenges you're experiencing, we're here whenever you need us. Just drop us a line or an email.

The HDI Community is a very connected and tight-knit one. Let's lean on one another during these difficult times and make our community collectively stronger together.

Stay Connected with the Community  

HDI Connect | LinkedIn | Facebook | Twitter

 
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ITSM from Afar
Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Tag(s): supportworld, service management, customer experience, self-service, SLA, workforce enablement, automation, coronavirus
Date Published March 31, 2020 - Last Updated September 2, 2020
 
How to Understand Customer Pain
Spending time observing, empathizing, and experiencing customer problems is foundational.
Tag(s): supportworld, coronavirus, customer experience, customer service
Date Published March 30, 2020 - Last Updated September 2, 2020
 
Hitting Pause: Dealing with Stress in the Workplace
Stress in the workplace is prevalent, powerful, and only getting worse. Learning how to deal with it means taking control of your quality of life.
Tag(s): supportworld, workforce enablement, people, coronavirus
Date Published March 25, 2020 - Last Updated September 2, 2020
 
Build an Emergency Response Team for Your Business
A primer for how to assemble the team that will guide your business through disasters.
Tag(s): supportworld, service management, business continuity, business continuity planning, disaster recovery, coronavirus
Date Published March 24, 2020 - Last Updated September 2, 2020
 
10 New Rules for IT in 2020
It’s time for us to raise the bar for customer experience in IT service and support. Here are the new rules for ITSM in 2020.
Tag(s): supportworld, customer experience, technology, ITSM, service management, coronavirus
Date Published March 19, 2020 - Last Updated September 2, 2020
 
In Case of Emergency: 5 Tips to Enable Remote Work
Use these tips to prepare for a situation where your employees might have to work remotely on short notice.
Tag(s): supportworld, workforce enablement, disaster recovery, business continuity planning, business continuity, coronavirus
Date Published March 17, 2020 - Last Updated September 2, 2020
 
The Surprising Way to Improve Analyst Empowerment
Empowered analysts are enabled to do their jobs well and keep customers happy.
Tag(s): supportworld, workforce enablement, customer experience, customer satisfaction, employee engagement, coronavirus
Date Published March 5, 2020 - Last Updated September 2, 2020
 
4 Keys to Improve Collaboration and Alignment
The status quo can no longer be accepted. People need to work up, down, and across the organization to drive change.
Tag(s): supportworld, workforce enablement, customer experience, collaboration, coronavirus
Date Published March 4, 2020 - Last Updated December 10, 2020
 
It’s a Disaster! Building an Effective Business Continuity Plan
A Business Continuity Plan can be invaluable in the case of minor incidents and a huge benefit in the unfortunate event the full BCP has to be activated.
Tag(s): supportworld, service management, disaster recovery, business continuity, business continuity planning, coronavirus
Date Published October 2, 2019 - Last Updated March 23, 2020
 
Never Forget Why You Do This
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Tag(s): supportworld, service management, customer service, customer experience, coronavirus
Date Published May 22, 2018 - Last Updated March 23, 2020
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