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.
with
Monica Cornetti
Jan 19, 2016 - 1:00 p.m. EDT
Gamification is an important and powerful new strategy for influencing and motivating people. In this webinar, you’ll learn how and why gamification works, in which contexts it's most effective, and what the limits are to this approach to employee and client engagement.
with
John Custy
Dec 15, 2015 - 1:00 p.m. EDT
In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting.
with
Michael Hanson
Nov 17, 2015 - 1:00 p.m. EDT
Large outages attract a great deal of attention and planning, but are organizations rolling their good communication practices down to the level of so-called routine incidents? This webinar will give you new communication ideas and practices to improve the metrics that matter most to customers...
with
Cay Robertson
Oct 20, 2015 - 1:00 p.m. EDT
In this members-only webinar, Cay Robertson will discuss some of the ways to accomplish process improvements in desktop support, highlighting some year-over-year changes and trends from the 2015 Desktop Support Practices & Salary Report.
with
Mary Cruse
Oct 8, 2015 - 1:00 p.m. EDT
Coaching involves regular communication with the goal of building skills through encouraging feedback. In this webinar, Mary Cruse will present six steps you can implement immediately to improve performance and empower employees to provide a stellar customer experience.