This exclusive annual report (delivered FREE to HDI members) provides the vital information you need to compare your support center to other organizations. Learn exclusive information on the top five areas of concern: support center structure, personnel, incoming call composition, practices and tools, and operational trends. Key areas of analysis include: scope of service, service request volume, problem resolution procedures, existing and planned technology use, staff training, automated call logging systems, outsourcing, and more. This critical industry knowledge gives you the foundation for starting a new support center or standards for measuring your existing organization.
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Help Desk Institute (HDI) is a member centric organization focusing on the needs of internal and external support providers and organizations. Founded in 1989, HDI's mission is to set industry standards, establish certification and training programs, provide access to industry resources, encourage member collaboration, and to lead the customer support profession worldwide. Among the services provided to its members, HDI recently introduced the Star certification program which provides training leading to certification in the areas of Help Desk Analyst, Support Engineer, and Manager. Certification classes are presented at regional events throughout the United States. HDI publishes a bi-monthly magazine, SupportWorld, with a circulation of nearly 10,000. In 1999, Help Desk Institute merged with UK based Customer Service Management Group (CSM) forming ThinkService, Incorporated, the world's largest membership and subscription organization for customer service and support professionals.
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