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HDI - The Future of Self-Service: Empowering and Educating Customers...

by HDI   Thu 05 October 2017

Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply ...

HDI - Automation and AI in the Workplace: Are Bots the Future?...

by HDI   Wed 20 September 2017

Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? Wi...

HDI - Incidents on the Rise: Addressing the Why, What, and How...

by HDI   Wed 16 August 2017

According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create...

MetricNet - Call Center Best Practices...

by MetricNet   Wed 09 August 2017

An overview of Call Center Best Practices. HEAR how the industry's top performing Call Centers Achieve World-Class Status! LEARN key strategies for Enhancing your Call Ce...

HDI - Metrics, Measures, and KPIs...

by HDI   Wed 19 July 2017

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 K...

HDI - No More Apologies: Mastering Multilingual Service in the Support...

by HDI   Mon 17 July 2017

Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry&rs...

HDI - What is a Call Storm and How Do We Prevent One...

by HDI   Wed 17 May 2017

What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are y...

AXELOS - How Organizational Change Management will stop your projects ...

by AXELOS   Mon 24 April 2017

In this webinar, Karen Ferris, co-author of ITIL® Practitioner, explains the importance of organizational change management and reviews the knowledge and tools available in ITI...

HDI - New Change Managers Survival Guide...

by HDI   Wed 19 April 2017

If you’re new to change management, here’s the crash course you’re looking for. Even if you're not new to change management, you'll want to attend thi...

HDI - The Pursuit of Award-Winning Service Improvement: A Case Study f...

by HDI   Fri 31 March 2017

The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 ...

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