Help Desk Institute (HDI) (Company
Profile, Past
Stories, Case
Studies), the global leader for the support industry and world's largest membership association for service and support professionals, today introduced a new
course for service and support professionals, “Knowledge Centered Support - Foundations.”
HDI will be conducting the new workshop throughout the world, including the UK, Japan, and Canada as well as in Atlanta, San Francisco, Washington, DC and Denver in
the US. The course will also be featured as a new offering at HDI’s upcoming regional training event in Orlando, FL in December.
“This new course was developed to address the trend in the service and support industry toward adopting knowledge management strategies,” explained Judy Benda,
executive director of training and certification, HDI. “The idea behind the knowledge-centered support (KCS) strategy is basically that of eliminating the proverbial re-invention
of the wheel – to solve a problem once and use that solution to address the same problem whenever it occurs.”
HDI’s new course teaches support professionals how to assess the value of knowledge-centered support as well as the difference between call-tracking and knowledge
management systems; the concept behind the re-use of knowledge and the value of tracking the re-use; how to understand KCS principles and practices; how KCS fits in to
the workflow and the structured problem solving process; how to examine the fundamentals of solution management; how to identify key roles and responsibilities; an
appreciation for a new way to assess performance and contribution; and considerations for a successful adoption and implementation of the strategy. HDI’s
Knowledge Centered Support - Foundations course is designed for support center supervisors, managers, and directors responsible for managing their centers’ resources
and improving service levels.
“Adopting KCS has many benefits, including: improving the efficiency of support centers, increasing customer satisfaction, and motivating support staff. Many support and
service organizations spend thousands of dollars each year on technology and upgrades, with minimal satisfaction on the investment. HDI’s new KCS Foundations course
will focus on how adopting a KCS strategy and shifting from the call-centric model to the transaction-oriented model can change your view on providing the highest level of
customer service,” concluded Benda.
“HDI is the world's leading provider of help desk and support services training,” commented Eric Rabinowitz, president of founder of I.H.S. Support Solutions. Therefore, it is
the perfect organization to address the industry’s latest trends through new professional education offerings.”
For more information about HDI's training and certification programs, contact Judy Benda at jbenda@thinkhdi.com or (800) 248-5667, or visit www.thinkhdi.com/certification/.
About Help Desk Institute
Help Desk Institute (HDI) is the global leader for the support industry and the world's largest membership association for service and support professionals. Founded in 1989,
HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry
information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-
based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual
Conference and Expo, for customer service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open,
independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide, (including 90% of the Fortune 500), and more
than 50 active U.S. chapters. For more information, visit, www.thinkhdi.com.
email this article