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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Pre-2: HDI Support Center Manager

Doug Tedder  (Principal Consultant, Tedder Consulting LLC)

Date: Sunday, April 28

Time: 8:30 am - 5:00 pm

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only - Get your pass now!

Session Type: Training

Vault Recording: TBD

A support center's strategy drives everything it does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Learn how to satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.
If you're an experienced technical support professional who manages the day-to-day functions of a support operation, and if you're seeking to master critical performance and customer service strategies, this workshop is for you!
What You'll Learn
  • The characteristics of an effective support center manager
  • The relationships between IT service management processes
  • The difference between and the importance of strategic, tactical, and operational planning
  • Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
  • Processes for building and managing effective policies
  • The value of outsourcing
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators (KPIs) essential to performance reporting
Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass bundle.