President's Message...

with Laurie Lukken

I have three Grandchildren that play softball, baseball and T-ball and I thoroughly enjoy watching these little people having fun, learning the game and enjoy being a part of a team.  I’m sure those of you with children, grandchildren, nieces and nephews experience the same joy.  Watching how the coaches interact with them and realizing the huge commitment these coaches have made to these kids has me in awe.  Without their tireless dedication, patience, and willingness to impart their knowledge and wisdom, the future of sports we all enjoy would not be possible.  Coaches are some of the first mentors these kids have and I can’t help but think that the experience the children gain stays with them for a lifetime even if they no longer play the sport. 

Of course, I get the same feeling of awe when I witness mentoring activities in the adult world too.  I’m sure if you take a moment and reflect back on your adult life, you are able to think of one or two people that made a huge positive difference to your life.  What was it that makes that memory stay with you?  The HDI Local Chapters just completed the first ever mentoring cohort and from all accounts, it has proven successful.  The mentees have been able to gather wisdom and knowledge from experienced individuals across various industries and have developed a life-long relationship they can rely upon in the future.  In addition, those that volunteered to be mentors also gained a sense of accomplishment and developed a relationship that will be invaluable to them as well.  This is one of the newest benefits to our members and with the interest and success of the first cohort, I know this will be a benefit that will be extremely valuable to all our members.

Bytes and Banter - Latest Episodes Released!

In June, Bytes and Banter explored what it takes to lead with vision, adaptability, and authenticity in today’s fast-changing tech world.

In Episode 21, Beyond Silos: Authentic Leadership in the Age of AI, Sarah Nicastro—Principal Evangelist at IFS and Founder of Future of Field Service—shares her journey from field service to thought leadership. She unpacks the evolution of service from a cost center to a strategic function and explains how curiosity, people-centered cultures, and neutrality toward AI can create space for meaningful innovation.

In Episode 22, Building Future-Ready Tech Teams, Matt Deneroff, Vice President & Market Director at Robert Half, discusses one of today’s top challenges: developing tech talent that’s ready for what’s next. Drawing on Robert Half’s latest report, Matt offers practical insights on closing skills gaps, adapting to AI and cybersecurity demands, and leveraging flexible staffing 

Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.

Look Beyond Response Times: Traditional Vs. Current Support KPIs in an Ever Changing World

The landscape of customer and IT support has fundamentally shifted, driven by evolving customer expectations, technological advancements, and the rise of remote and hybrid work. This session will explore the critical evolution of Key Performance Indicators (KPIs) in support organizations, contrasting the focus of traditional metrics with the holistic approach demanded by today's complex environments.

We'll deep dive into the foundational "speed and volume" KPIs that historically defined support success, such as First Response Time (FRT), Average Handle Time (AHT), and Ticket Volume. While still relevant, these metrics often paint an incomplete picture of customer satisfaction and operational efficiency.

The presentation will then shift to the contemporary metrics that truly reflect value in modern support. This includes an look into Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), emphasizing their role in understanding the customer journey and loyalty. We will also discuss the importance of operational excellence metrics like First Contact Resolution (FCR) in a broader context, along with newer considerations such as self-service adoption, knowledge base utilization, and the impact of AI and automation on support performance.

Attendees will gain actionable insights into:

• Identifying the limitations of a solely traditional KPI framework.

• Understanding and implementing modern, customer-centric support KPIs.

• Leveraging data to drive continuous improvement, enhance customer experience, and demonstrate tangible business value in an increasingly dynamic support ecosystem.

Join us to redefine how your support organization measures success and thrives in the current era of customer interaction.

Stephen Ng, Sr. Director, Global Support and Customer Advocacy at Splashtop Inc.

Stephen plays a key role in driving customer-centric support, overseeing the global support team, sales engineers, and technical account managers. His work focuses on enhancing the customer experience, from onboarding to resolving complex issues, and incorporating customer feedback directly into product improvements. With over three decades of experience in the technology and support industry, he is also the President at HDI San Francisco Bay Area, a non-profit organization dedicated to empowering the technical support and service management community.

Date: July 8, 2025

Time: 12:00 PM - 1:00 PM CT

Location: Virtual!

Cost: Free!

Register Here!

Gone Fishing!

Cast your line and reel in connections as we embark on an afternoon of networking and fun! Enjoy a scenic voyage, great company, and a delicious lunch, all while networking with peers in the industry.  We’d love to have you on board!

**Tickets are limited!** Secure your spot before they’re gone.  

Although the tickets are $100 this year, consider buying a membership for $149 to get access to all of our events for free for 12 months.

Put your "gone fishing" sign on your keyboard and join HDI Minnesota for an afternoon boat tour on Lake Minnetonka.

Wear your lucky fishing gear! There's a prize for the best dressed fisherperson.

The boat will leave PROMPTLY at 1pm, so please ensure you arrive early.

Al and Alma's has multiple locations, so ensure you are heading to the correct address.

Date: July 17, 2025

Time: 12:45 PM - 4:00 PM CT

Location: 2 Water St, Excelsior, MN 55331

Cost: Members: Free!  Non-Members: $100

Register Here!

Updates from HDI...Check out these great industry happenings!

Are you coming to Orlando?!

November 16-20, Disney's Coronado Springs Resort - Orlando, FL

Top 3 articles for May, 2025...have you read them yet? 

1.  No Ticket Queue Day: Operational Recovery for Service Desk Teams, by Moe Sullivan

2.  How to Rehumanize the Consumer in your "Shift Left" Strategy, by Doug Tedder

3. Having Problems with Problem Management, by Doug Tedder

Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!

Subscribe Here!

HDI's Summer of Savings Training Promotions!

HDI's Summer of Savings Training Promotions - The summer heat brings with it something even hotter – HDI's  biggest training discounts EVER. Buy One, Get One 50% off on all HDI vClasses through July 31 OR get 15% off single HDI vClasses with code SUMMER25 through July 31. Contact our training team to learn more!

HDI's training and certification provides IT support and service management professionals with a consultative, application-based, interactive learning experience. Whether it be your strategy, operations or people, our goal is for you to apply what you learn immediately in your work environment. From the boardroom to the classroom, from executives to analysts – our highly rated instructors and industry-leading, cutting-edge course content will advance your service management and IT support skills.

Click Here for More Information!

Let's Chat!

Sign-ups are still open for July and August HDI LinkUp Coffee Chats. In case you missed it, these are low-key virtual meetups designed to connect contact center pros in small, informal groups. It's a great way to make new connections. Want in? Reserve your spot here for July and here for August.

2025 State of Technical Support Report - Now Available!

The Tech Support Landscape Is Shifting, FAST!

Based on survey insights from 115 support center, service management, and desktop support professionals across organizations of all sizes, “The State of Tech Support in 2025” reveals how teams are navigating AI, hybrid work, evolving expectations, and mounting workplace pressures.

Discover what’s working, what’s changing, and where the industry is headed—from organizations managing budgets of $500K to $10M+.

Download your copy here.

Tackling Tech Debt Starts With Talent

Tech debt isn’t just a technology issue—it’s a talent issue. In this video, discover why the right talent is crucial to overcoming one of tech’s biggest barriers to innovation. From outdated code and legacy systems to skills gaps and rising maintenance costs, learn how organizations are addressing tech debt by hiring smarter, upskilling teams, and bringing in specialized contract professionals. Hear real-world success stories and walk away with actionable tips to strengthen and future-proof your tech strategy. Watch Tackling Tech Debt Starts With Talent for practical insights on building a stronger tech organization.

HDI CONNECT...Where Practitioners Go for Advice!

HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization!  Click here to sign up!  It's free!

WHY WE'RE HERE...WHAT WE DO

HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:

❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.

❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.

❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.

JOIN HDI!

Connect - Learn - Succeed for one low annual membership fee $149 per year.  Students can join for the low price of $29 per year.  Click here to join!

GET SOCIAL WITH US!

THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS