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
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.
with
Aug 18, 2015 - 1:00 p.m. EDT
Learn practical steps you can take to improve the transfer of knowledge between various teams in the IT organization.
with
Ken Gonzalez
Jul 21, 2015 - 1:00 p.m. EDT
Support automation can decrease inaccuracy in areas such as ticket categorization and assignment, and it can streamline processes and reduce human error. In this webinar, Ken Gonzalez, managing partner of Engaged Consulting, Inc., will explore what it takes to automate and why your support...