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  • The State of the Industry: A Mid-Year Research Roundup
    The State of the Industry: A Mid-Year Research Roundup
    Roy Atkinson, Sr. Writer/Analyst Recorded: Jun 18 2019 61 mins
    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 findings on:

    •Knowledge management, including self-help/self-service
    •Staffing and compensation findings, including industry health indicators
    •Emerging technologies
    •Consequences for metrics

    Who Should Attend:

    •Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technologies are the key to the future
    •Support center/service desk leaders who need information about the current state of the industry
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success
    Integrating Knowledge Management and Virtual Agents for Self-Service Success
    Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista); Megan Selva (Moderator) Recorded: May 21 2019 59 mins
    Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide self-help for customers and end users. Organizations want to provide this kind of assistance, for reasons including ongoing cost savings and reducing contact demand on the service desk, but many have been met with mixed results, especially in terms of adoption.

    What if, regardless of where users are—in a collaboration tool, on an intranet site, or elsewhere—knowledge was readily available and provided guided help through virtual agents, chatbots and other advanced technologies? The whole experience of accessing and consuming knowledge would be different, empowering people to get on about their work seamlessly.

    In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

    1. Adopt foundational AI capabilities focused on improving context and relevancy
    2. Deliver knowledge experiences rather than knowledge articles
    3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

    This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.
  • Supporting Distance Learners Through Remote Support: The SNHU Story
    Supporting Distance Learners Through Remote Support: The SNHU Story
    Michael O’Leary (Southern New Hampshire University), Roy Atkinson (HDI) Recorded: Apr 23 2019 59 mins
    More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

    In this interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University, learn how SNHU, which offers over 200 career-focused online college degree programs, enables student success through remote support. This webinar will feature valuable takeaways for leaders in higher education, but also for any leader in any industry that supports distributed users/customers or remote workers.

    Who Should Attend?

    Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.
  • Keeping Remote Support Simple: The Key to Productivity and Engagement
    Keeping Remote Support Simple: The Key to Productivity and Engagement
    Roy Atkinson (HDI), Kyle Turner (LogMeIn) Recorded: Mar 19 2019 52 mins
    We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.

    Whether we're talking about internal employee support or external customer support, making support as fast and easy as possible is essential. But support staff often have to have multiple screens open for multiple tools, and moving from one to the next can be frustrating and can contribute to human error. Integrated tools help to streamline the work and the workflow, save time for staff and customers, decrease effort, reduce human error, and save money.

    What You Will Learn:
    - Why remote control is one of the top three “must-have” technologies for successful support
    - How “tool sprawl” gets in the way of effective, efficient support
    - How simplicity helps across the board, with employee satisfaction and customer satisfaction

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - Support organization leaders
  • What Service and Support Managers Should Know About AI
    What Service and Support Managers Should Know About AI
    Stephen Mann, ITSM.tools; Roy Atkinson, HDI; Dr. Akhil Sahai, Symphony SummitAI Recorded: Feb 27 2019 61 mins
    Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy Atkinson and AI expert Dr. Akhil Sahai will speak directly to service and support managers about how AI is being integrated into service management software, and how that integration has a direct bearing on how service management and support can and will be done in the near future.

    The webinar will feature a panel discussion followed by time for attendee Q&A.

    What You Will Learn:

    In this webinar, we will discuss:
    - What AI is and is not
    - How AI is being built into service management tools
    - How next-generation tools will affect the day-to-day operations of service and support

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - ITSM professionals responsible for workflows and processes
    - Support organization leaders
  • HDI 2018 Research Review: Trends and Hot Topics for 2019
    HDI 2018 Research Review: Trends and Hot Topics for 2019
    Roy Atkinson Recorded: Jan 15 2019 59 mins
    In this webinar, we will look at HDI research and pull out the important changes and trends that will affect the coming year, using data from the HDI 2018 Technical Support Practices & Salary Reports. The discussion will include:
    •Staffing and Salary
    •Ticket Handling and Metrics
    •Technology and Operations

    Who Should Attend:
    •Service Desk and Support Center managers and directors who need to know industry trends
    •Team leads and supervisors who want to understand the industry
    •Industry writers and bloggers who want to better understand HDI’s industry reports
  • How Assisted Self-Service Will Power Up Support
    How Assisted Self-Service Will Power Up Support
    Chris Savio (Prompt.ai by LogMeIn); Roy Atkinson (HDI Moderator) Recorded: Dec 11 2018 61 mins
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    Vincent Geffray and Roy Atkinson Recorded: Nov 13 2018 62 mins
    Ransomware, advanced persistent threats, and denial of service attacks—many initiated through “phishing”—will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.

    “One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.” - Roy Atkinson, HDI

    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as well as the ability—including the time—to educate users on why support may not be able to immediately help them, or why additional information might be required. Meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.

    In this interview-style webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray will discuss the importance of the support center’s role in cybersecurity prevention and response.

    What you’ll learn:
    - How Cybersecurity Is Impacting Support
    - Support’s Role in Prevention
    - How, When, and Why the Support Center Should Respond

    Who should attend:
    - Support center managers who need to be aware of the importance of support in cybersecurity
    - IT directors who want to better understand responses and communications in the event of a cybersecurity event
    - Anyone in IT service and support wanting to improve their understanding of the role of support in cybersecurity
  • Increasing Employee Satisfaction by Reducing Friction
    Increasing Employee Satisfaction by Reducing Friction
    Marie Ruzzo, Roy Atkinson (moderator) Recorded: Oct 23 2018 59 mins
    Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible. Forrester says employees spend almost one-third of their time interacting with systems and applications. They want to be able to get on with their work with minimal interruption and they want to work where they are, when they can, from whatever device they choose. When they need assistance, they need it to be fast and minimally disruptive.

    Frustration and delay strongly affects employee satisfaction and overall morale. Employee retention is tied directly to satisfaction, and turnover is expensive and time consuming. Lowering the friction involved in both providing and receiving assistance can keep employees working and more satisfied.
  • 5 Ways to Boost Staff Engagement, Quickly and Affordably
    5 Ways to Boost Staff Engagement, Quickly and Affordably
    Jeff Toister and Roy Atkinson (moderator) Recorded: Oct 3 2018 60 mins
    We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!

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