Hi [[ session.user.profile.firstName ]]

HDI

  • Date
  • Rating
  • Views
  • No More Apologies: Mastering Multilingual Service in the Support Center
    No More Apologies: Mastering Multilingual Service in the Support Center Tom Tseki and Roy Atkinson Recorded: Jun 20 2017 60 mins
    Managing languages is a significant challenge for most service desks.

    To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.

    Register to learn:
    *The impact of multilingual support on quality metrics
    *How best-in-class organizations provide multilingual support
    *Strategies to meet your organization’s specific language and channel requirements

    Who should attend:
    *Support center managers and directors who are faced with language challenges
    *Hiring managers who need to know about the challenge of finding and retaining multilingual analysts
  • What is a Call Storm and How Do We Prevent one?
    What is a Call Storm and How Do We Prevent one? Vincent Geffray and Roy Atkinson Recorded: May 16 2017 62 mins
    What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…

    Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.

    HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.

    What you’ll learn:
    - What creates a call storm
    - Ways to rapidly communicate to all users
    - How to optimize incident management to reduce MTTR and mitigate call storms
    - Using technologies to target and verify communications
    - Preventing future call storms

    Who should attend:
    - Support center managers who need to know how to handle major incidents and outages
    - IT directors who want to better understand available means of communication, even in an outage
    - Anyone in IT service and support wanting to improve the performance of their support center when outages happen
  • New Change Manager’s Survival Guide
    New Change Manager’s Survival Guide Greg Sanker Recorded: Apr 18 2017 60 mins
    If you’re new to change management, here’s the crash course you’re looking for. Even if you're not new to change management, you'll want to attend this webinar. We'll cover everything you need to know to survive your first 90 days in change management--and continue to thrive. Whether your organization is just getting started, or has an existing program in place, this session will cover everything you need to know for a successful start in managing IT changes.

    Topics covered will include:

    • What is change management and why do we need change it?
    • How can we show business value?
    • What are some pitfalls to avoid?
    • Getting business stakeholders engaged
    • Normal changes, Standard changes, and Emergency changes explained
    • The CAB meeting
    • Avoiding bureaucracy
  • Practical Ways to Improve Customer Satisfaction Scores
    Practical Ways to Improve Customer Satisfaction Scores Kristin Monaco, Anne Palmerine, Kristy Powers, and Erica Marois (mod) Recorded: Mar 30 2017 46 mins
    Customer satisfaction (CSAT) is one of the most commonly used contact center metrics. In fact, ICMI research estimates that you’ll find CSAT on 87% of contact center dashboards. Measuring satisfaction is straightforward, but acting on that data to improve the customer experience isn’t always easy. Want to know a few secrets to raising CSAT scores? Some of our 2017 ICMI Global Contact Center Awards finalists are ready to share their best tips.

    Join us for an interactive panel-style discussion with three industry thought leaders, including awards finalists in ICMI’s prestigious Best QA/Customer Experience category.

    Attend this webinar to learn:

    * Practical ways to improve customer satisfaction
    * How improved CSAT scores can impact your bottom line
    * Unique strategies you can apply to deliver an outstanding customer experience

    Join us for this interactive and informative discussion—complete with best practices, practical tips, and live Q&A.
  • The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal
    The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal Shane Knipschild, Tom Wible, and Leslie Cook (moderator) Recorded: Mar 30 2017 60 mins
    The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:

    * The state of the organization before CGI Federal launched its service improvement initiative
    * The strategy for CGI Federal's service improvement initiative
    * The outcome, including lessons learned and the impact on CGI Federal
  • Evolving Customer Support in a Shift-Left World
    Evolving Customer Support in a Shift-Left World Roy Atkinson and Peter Zeinoun Recorded: Mar 21 2017 61 mins
    More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise, more customers are seeking to solve their own problems before contacting support. With Level 1 work becoming more complex and more urgent for customers, remote support teams must optimize their processes and rethink their customer support strategies.

    In this webinar, HDI’s senior analyst, Roy Atkinson, will tell you why organizations are shifting left. You’ll discover how robust remote tools are enabling support teams in high-performing organizations to provide quick resolution to half or more of their issues.

    What you’ll learn:
    * Industry expert tips on how to run a more efficient, more cost-effective support center
    * Best practices for identifying when, where, and how to shift left
    * Actionable advice on leveraging remote support to improve the delivery of support across the support center and desktop support
    * Effective use cases for deploying technology to enhance the support teams value and optimize their role in a shift-left world

    Who should attend:
    * Support center managers seeking to improve the performance of their support centers
    * Desktop support managers seeking to familiarize themselves with the latest practices and tools
    * Anyone in technical service and support seeking a better understanding of remote support capabilities
  • The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health
    The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator) Recorded: Feb 16 2017 62 mins
    The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:

    * The state of their organizations before KCS
    * The strategy for their KCS implementations
    * The outcome, including lessons learned and the impact on the business
  • The State of Incident Management
    The State of Incident Management Roy Atkinson and Vincent Geffray Recorded: Jan 17 2017 60 mins
    Lack of Automation Hinders Speed of Response to IT Outages and Incidents
    Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of IT in general—Everbridge conducted a survey of 152 IT professionals, seeking to better understand the frequency and severity of incidents.

    In this webinar, HDI’s senior analyst and an Everbridge practitioner will engage in an exchange of ideas and questions about the Everbridge survey and findings, also introducing elements of HDI’s own 2016 research findings. Some items under discussion will be:

    * The number of major incidents experienced
    * The effects of IT incidents and outages
    * The average cost of IT downtime
    * Response times for various support channels
    * Customer satisfaction with the support center
  • How Make-A-Wish America Delivers Seamless Remote Support in a Connected World
    How Make-A-Wish America Delivers Seamless Remote Support in a Connected World Renee Dodson, Peter Zeinoun, Roy Atkinson (moderator) Recorded: Dec 13 2016 46 mins
    Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:

    * How remote support helps enable Make-A-Wish® to fulfill its mission
    * Key trends of the mobile workforce
    * How to create seamless support experiences across channels and devices
    * Empowering tech support to deliver fast, efficient, and frictionless service
  • Sneak Peek: 2016 Desktop Support Practices & Salary Data
    Sneak Peek: 2016 Desktop Support Practices & Salary Data Roy Atkinson and Peter Zeinoun Recorded: Nov 15 2016 61 mins
    In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.

    Some of the data featured include:
    * Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
    * On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
    * The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
    * Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
    * 51% of organizations track desktop support tickets separately from other tickets
    * Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support

Embed in website or blog