According to the latest Support Center Practices & Salary Report, about 90% of organizations offer formal training beyond new-hire training. For Level 1 and Level 2, training in customer service skills and technologies used to provide support is most common, respectively; for team leads and managers, organizations focus on providing additional leadership training.
In our very first #HDIchat, we asked you to share your organization's training practices: What training does your organization provide? What is your organization's top training focus? How have your organization's training efforts made a difference?
Read the recap, and be sure to check out our latest Focus Series article on skills, training, and satisfaction in technical support. Then, keep the conversation going on HDIConnect!
Join us again this Friday, June 24, for our next #HDIchat (topic: frameworks)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.