The Library will be at each regular HDI Charlotte meeting and the materials will be available for check out. You simply fill out the Check Out form and you can keep the book until the next meeting. The Chapter Librarian will contact you a week before the next meeting to remind you about returning the book.If you have any questions about the books, contact our VP of Education Chris Kupsco.

AUDIO
  • 2013 HDI Conference Series — All conference presentations in mp3 format.
  • 2012 HDI Conference Series — All conference presentations in mp3 format.
  • 2011 HDI Conference Series — All conference presentations in mp3 format.
  • 2010 HDI Conference Series — All conference presentations in mp3 format.
  • 2009 HDI Conference Series — All conference presentations in mp3 format.
BOOKS
HDI FOCUS SERIES PAMPHLETS
  • The Knowledge Management Maturity Model Striving for Knowledge Centered Support
  • HDI Focus Series – Managing Stress
  • Beyond Customer Service
  • HDI Focus Series –Value Driven Leadership
  • The Service Catalog
  • Disaster Recovery For the Help Desk
  • How To Handle Difficult Customers
  • How to Measure Satisfaction
  • Basic Support Writing Skills
  • Inspiring Customer Loyalty
  • Why Web Based Customer Support
  • Revolutionizing Support Staff Training
  • The Help Desk Contribution to Corporate Benchmarking
  • 360 Hiring Retention and Career – Pathing
  • Customer Service Skills for Technical Support Professionals
  • Optimizing Stress in the Support Center
  • How to Give Meaningful Feedback to Increase Motivation and Productivity
  • Managing the Implementation of New Support Systems
  • Communications Skills
  • Understanding the Business Value of Customer Service Skills in Technical Support
  • Ergonomics
  • The Sound of Quality
  • How to Design and Write Effective Surveys
  • Effective Information Gathering Techniques
  • How to Select and Use Outsource Services for your Help Desk
  • How to Establish and Maintain Service Level Agreements
  • How to measure Customer Satisfaction
  • Get to the Point
  • Principles of Effective Leadership
  • Best Practice Methodology for Selecting Support Center Tools, Technology and Software
  • Bridging the Gap to your Customer
  • Implementing Service and Support Management Processes: A Practical Guide