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Roy Atkinson
Already, according to the survey results, about nine percent (median) of the total contacts received by internal...
Fancy Mills
Written by Fancy Mills Jul 28, 2015
Over the past few months I have had the amazing opportunity to work with a team of professionals to help create the...
Paul Dooley
Change is the order of the day, and if anything, the pace of business and technology change is accelerating. The...
JennyRains
Written by Jenny Rains Jul 22, 2015
If you’ve been asked to provide data, always ask why it's needed. Being the resident data geek here at HDI, I often...
Roy Atkinson
We’ve all heard the notification on outgoing announcements: Your call may be monitored or...
Mia Melanson
One of the tenets explored in HDI’s management courses is “operating the support center like a business.” I was...
HDILeslie
In 1992, the U.S. Congress designated the first full week of October to be Customer Service Week. Since then, this...
Mike Rabinowitz
I recently delivered the HDI Support Center Analyst course in Atlanta to 15 support professionals who were there to...
ginamontague
I am proud to say I work in support, but that wasn’t always the case. When I began my career in the support industry...
Rick Joslin
I had the pleasure of delivering the KCS Principles class at the HDI 2015 Conference in Las Vegas to forty-eight...