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.

Automation and AI in the Workplace: Are Bots the Future?

with , Roy Atkinson
Sep 19, 2017 - 1:00 p.m. EST

HDI’s Roy Atkinson and Samanage's Marc Stitt have extensive knowledge on automation and artificial intelligence (AI) and its potential impact . In this interview-style webinar, they’ll show you how to prepare your business for the potential impact.


Incidents on the Rise: Addressing the Why, What, and How

with vincent geffray , Roy Atkinson
Aug 15, 2017 - 1:00 p.m. EST

According to HDI research, the volume of incidents is on the rise in most organizations. In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing...


Metrics, Measures, and KPIs

with Doug Tedder
Jul 18, 2017 - 1:00 p.m. EST

The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and KPIs you need to capture and monitor—or publish? Find out in this webinar!


No More Apologies: Mastering Multilingual Service in the Support Center

with Roy Atkinson ,
Jun 20, 2017 - 1:00 p.m. EST

Join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on multilingual service and support, based on feedback from more than 350 support centers.


What is a Call Storm and How Do We Prevent One?

with vincent geffray , Roy Atkinson
May 16, 2017 - 1:00 p.m. EST

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.