Support Center

If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...

The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...

We could all use a little more time in our schedule, but something new pops up every time we catch our breath. We cannot always anticipate the unexpected, but we can take steps to handle the work we know about more efficiently. For example, password reset requests persistently...

The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control...

While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple...

Keeping remote teams engaged was a challenge before the pandemic. Here we are, one year later – with limited to no in-person team interaction – and finding ways to support impactful team interactions and understand skill and knowledge gaps can be challenging and...

HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest...

Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization. In this webinar, we’ll discuss four key components of transformative training that...

Our customers changed where and how they work. Their needs and expectations have transformed along with their environment, and our service strategy must keep pace as the modern workplace evolves. Say goodbye to your music on hold, business hours, and carefully limited scope of...

Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been...