SupportWorld, Jan/Feb 2013

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HOT SupportWorld is published by HDI. Director of Business Content Cinda Daly Senior Editor Megan Selva Art Director Katharine Nelson Contributors Roy Atkinson Ian Clayton Cinda Daly Mark Fitzgerald Matt McConnell Apurva Mehta Jesper Østergaard Joe Puckett Dr. Shue-Jane Thompson Links New Industry Research: 2012 HDI Support Center Practices & Salary Report The 2012 HDI Support Center Practices & Salary Report is now available for download and purchase online. This report is the definitive resource for service/help desk and technical support center trending and statistical information. Get your copy today! HDI Research Corner These insightful research briefs provide timely, pertinent information that you can discuss with your peers, share with your executives, and use to make informed, research-based decisions. And if you serve an external audience, be sure to check out the new HDI Research Corner: Customer Technical Support Edition! HDI Buyer's Guide Share your comments, feedback, and ratings on the products featured in this new online tool. Upcoming Webcasts HDI publishes SupportWorld, a professional journal, six times per year. We welcome your feedback. For advertising opportunities, contact: John Knudsen, Advertising and Media Sales Manager: • 720.350.4100 To submit articles, contact Megan Selva, Senior Editor: • 703.730.1549 For subscription and membership information, contact HDI's Customer Care Center: • 800.248.5667 • 719.268.0174 HDI • 121 South Tejon Street, Suite 1100 • Colorado Springs, CO • 80903 Copyright © 2012 UBM LLC • ISSN 1559-3975 All rights reserved. Reproduction or use of the contents in whole or in part without permission of the publisher is prohibited. HDI® and SupportWorldTM are registered trademarks of UBM LLC. HDI is a part of UBM Tech, a division of UBM LLC. KCSSM is a registered service mark of the Consortium for Service Innovation. ITIL® and IT Infrastructure Library® are registered trademarks and registered community trademarks of the Office of Government Commerce, and are registered in the US Patent and Trademark Office. All other trademarks, service marks, and product or trade names are the property of their respective owners. 4 | Suppor tWorld January / February 2013 January 15 Sometimes More Is More: Multichannel Support Presented by Roy Atkinson and John Purcell February 19 Measures for Assessing Customer Success with Web-Based Support Presented by Greg Oxton Correction: In the November/December issue, the charts in Jeff Rumburg's article, "The CIO's Service and Support Imperative: The Role of IT Support in Your Career Success," appeared out of order. This error has been corrected in the digital editions available online at 2013 HDI Editorial Board Ian Clayton | Principal | Service Management 101 Mary Cruse | Director, IT Customer Services | First American Title Ken Gonzalez | Managing Partner | Engaged Consulting, Inc. Mike Hanson | Regional IT Manager | UnitedHealth Technologies Cay Robertson | Service Desk Manager | TECO Energy Sandy Seroskie | Director of Field Services Delivery | Carey Jim Tate | Client Solutions Director | PC Helps

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