Founded in 1989, HDI (www.thinkhdi.com) is the world’s largest membership association and certification training provider for the customer service and technical support industry. HDI ’s mission is to empower its members through access to pertinent, up-to-date industry information such as reports and publications, as well as events and online collaboration with other service and support professionals.

HDI's Annual Conference and Expo is the industry’s largest, highest-rated event and offers customer service and support professionals a chance to network, attend training and certification courses in addition to participating in workshops or breakout sessions covering new trends, communication strategies, tools and technologies, and more from the industry’s foremost experts.


 



 
Core Products and Services

Membership - HDI members have access to the most up-to-date information on training and certification programs, networking opportunities, trade specific publications, and information from industry experts. Annual memberships are offered on various levels to individuals and organizations. Every level of membership offers distinct benefits, and is designed to fit any budget. Among the HDI content publications available to members are:

 Training and Certification – HDI ’s individual certification programs are based on standards developed by an international standards committee comprised of industry leaders from around the world.

  HDI ’s roadmap of training and individual certification programs offers skills-based training for frontline analysts, directors of support organizations, and everyone in between. Each program provides the business and soft skills needed to get ahead in the service and support industry. 

 Support Center Certification Program – HDI ’s Support Center Certification (SCC) program is the first and only open, standards-based, internationally recognized certification program developed specifically for support centers.  The SCC standards have been carefully developed by an industry standards committee representing more than 25 practitioner experts from around the world.  The SCC standards provide internal and external support organizations with a robust framework for operational excellence and world-class service delivery.

 CSI – HDI ’s Customer Satisfaction Index survey tool gives companies an opportunity to use an unbiased survey program to automatically survey customers who have recently contacted the support center. The CSI survey tool objectively compares the organization to other organizations in the support industry, as well as others in the company’s specific market, creating an impartial benchmark the company can use to improve customer satisfaction. Weekly or monthly results are presented in an easy-to-read graphical format, and emailed to a designated company representative.

 Local Chapters – HDI has 58 local chapters throughout the United States and Mexico . Members, through their knowledge and input, help shape the information and standards HDI supplies to the industry.

 Vertical Forums – HDI forums provide senior level managers, directors, and executives the opportunity to discuss industry related issues with their peers, and to network with other fellow support leaders as well as technical and customer support experts to discuss and define tomorrow’s best practices . Each forum averages 20 participants and meets quarterly in a participant driven environment.

 

Contact Information:
Address:
 
 
Phone:
Fax:
Web:
E-mail:		 102 South Tejon St, Ste 1200
Colorado Springs, CO  80903
USA
(800) 248-5667
(719) 268-0184
www.thinkhdi.com
info@thinkhdi.com