2025 Schedule
Session 204: Leveraging HDI Certification to Modernize Support Services
Bill Poad (Director Support Operations, Vertex, Inc.)
Annie Bartolomeo (Manager, Continuous Management, Vertex Inc.)
Date: Wednesday, November 19
Time: 11:30 am - 12:30 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Session
Vault Recording: TBD
Audience Level: Intermediate/Advanced
In today's rapidly evolving technological landscape, modernizing support services is crucial for maintaining customer satisfaction and operational efficiency. This presentation will explore how obtaining HDI Certification can serve as a catalyst for transforming support services. We will delve into the benefits of HDI Certification, including enhanced customer service skills, improved team performance, and the adoption of industry best practices. Attendees will gain insights into the certification process, real-world success stories, and practical strategies for implementing these improvements within their own organizations. Join us to discover how HDI Certification can empower your support team to deliver exceptional service and drive continuous improvement.
Takeaway
1. Enhanced Customer Service Skills: HDI Certification equips support teams with the skills needed to provide exceptional customer service, leading to increased customer satisfaction.
2. Improved Team Performance: The certification process helps in identifying and addressing performance gaps, resulting in a more efficient and effective support team.
3. Adoption of Industry Best Practices: HDI Certification promotes the adoption of industry best practices, ensuring that support services are aligned with the latest standards and methodologies.
4. Real-World Success Stories: The presentation will highlight real-world examples of organizations that have successfully modernized their support services through HDI Certification.
5. Practical Implementation Strategies: Attendees will gain practical strategies for implementing the improvements within their own organizations, driving continuous improvement and operational efficiency.
6. Empowerment of Support Teams: HDI Certification empowers support teams to deliver exceptional service, fostering a culture of excellence and continuous learning.