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.

Code Black: Is Your Organization Ready for Anything?

with John Meharg
Feb 17, 2015 - 1:00 p.m. EST

In this webinar, John Meharg will explain how disaster recovery planning helped Norman Regional Health System face a situation they hoped they’d never have to face. He’ll explain what went well, what didn’t, and the lessons they learned in the aftermath of a devastating F5 tornado.


How Remote Control Technology Is Continuing to Improve Support and Bring Value to Organizations

with Willette Glenn
Jan 20, 2015 - 1:00 p.m. EST

Research tells us that remote control technology is widely used in both the support center and desktop support. Learn all about using remote control to improve support and bring value to your organization in this webinar, where Willette Glenn of PepsiCo will explore why remote control is a...


5 Ways to Increase CSAT and Boost Agent Productivity in 2015

with Roy Atkinson
Dec 16, 2014 - 1:00 p.m. EST

When customers need their complex support issues addressed and can’t find the answer on their own, they turn to live support. Are your agents ready to answer calls efficiently and effectively, with the right knowledge and information at hand?


Maintaining and Improving Service Delivery

with Ric Mims
Nov 18, 2014 - 1:00 p.m. EST

IT services are a key component of success in every organization. In this webcast, Ric Mims will present an approach to developing your service improvement plan, focusing on on the importance of customer feedback mechanisms, translating feedback into actions, prioritizing, allocating budget...


Best Support Center Practices in Security: When the **IT Hits the Fan, Who You Gonna Call?

with
Oct 14, 2014 - 1:00 p.m. EST

Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events, severity, action items, and escalation procedures (internal and external).