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Profile

Team HDI

HDIContent

Bio

For 30 years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes.

Recent articles

  • How to Keep Your IT Team Motivated During the Summer
  • “Success should be an internal measure.”
  • “Do what you’re afraid to do.”
  • “The Work You Do Everyday Matters.”
  • “What I Learned Was to Never Turn Down an Opportunity”
  • “Nothing is Accomplished Alone.”
  • “Attitude Determines Altitude.”
  • “It’s All in How You Define Success”
  • In an IT Career, Patience May be an Overlooked Virtue
  • Read Some Key Takeaways From SupportWorld Live 2022
  • Get Ready for SupportWorld Live in 2023
  • Announcing the Service and Support Award Winners for 2020
  • Announcing the Technical Support Awards Finalists for 2020
  • A Profile in Change Management: Housing 21 Information Services Team
  • A Profile in Knowledge Management: Chick-fil-A HELP
  • A Profile in Service Improvement: Mercy Technology Services Help Button
  • Announcing the Service Management Award Finalists for 2019
  • The View from the Top: HDI’s Top 25 Thought Leaders Share Their Must-Reads
  • FAQ: What Are Best Practices for Service Desk Collaboration and Consolidation?
  • FAQ: How Do You Manage the SLA Clock?
  • In Memoriam: Tom Kadlec
  • The Pursuit of Award-Winning Service Improvement: A Case Study from PowerSchool
  • The Journey to Team Excellence: Optum
  • The Journey to Team Excellence: Marsh & McLennan Companies
  • The Journey to Team Excellence: Houston Independent School District
  • The Pursuit of Award-Winning Service Improvement: A Case Study from Oath
  • The Road to Award-Winning KCS: A Case Study from Vantiv
  • The Pursuit of Award-Winning Service Improvement: A Case Study from Children’s Hospital of Philadelphia
  • The Road to Award-Winning KCS: A Case Study from Ellie Mae
  • The Pursuit of Award-Winning Service Improvement: A Case Study from First American
  • HDI's Response to the Tragedy in Las Vegas
  • FAQ: How Do You Get Your Customers to Use Self-Service?
  • FAQ: How Do You Calculate First Call Resolution (FCR)?
  • FAQ: What Percentage of Abandoned Calls Do You Allow Your Agents?
  • FAQ: How Do You Handle Service Desk Staffing for Peaks in Demand?