The following HDI training will be offered in Charlotte, NC this Summer:

HDI Support Center Analyst (SCA) — July 15-16, 2013

For more details — including this session’s pricing — click here!

HDI Support Center Manager(SCM) — July 17-19, 2013

For more details — including this session’s pricing — click here!

Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.


Attendees Will Learn:

  • The process of incident management—from detection and recording to closure
  • Critical thinking skills to resolve incidents quickly and consistently
  • The importance of total contact ownership
  • An awareness of the core help desk processes and best practices used in service and support centers
  • Valuable active listening skills and effective communication strategies
  • Proven techniques for improving customer interactions
  • Effective support center strategies for managing difficult customers
  • For more details — including this session’s pricing — click here!

The HDI Support Center Manager training explores how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.



Attendees Will Learn:

  • Characteristics of an effective support center manager
  • How to create service level agreements, operational level agreements,
    and standard operating procedures in support of a service catalog
  • Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
  • The relationships between IT service management processes
  • The difference between and the importance of strategic, tactical, and operational planning
  • Benefits and challenges of self-service technologies
  • Processes for building and managing effective security policies
  • Staffing models
  • The value of outsourcing
  • Tactics for screening, hiring, training, and managing high performance teams
  • The metrics and key performance indicators essential to your performance reporting
  • For more details — including this session’s pricing — click here!