Next Meeting:   July 16, 2009 -- Click to RSVP Topic: What Drives Caller Satisfaction: Utilizing Call Center Metrics to Determine Caller Satisfaction How do you determine if your callers are satisfied? Are you using your call center tools and technologies to help gauge customer satisfaction? This presentation will explore the more popular metrics call centers use to measure their performance. We all use a different reporting structure to determine if we are meeting our call center goals. The data each of us uses to determine which is the most important for driving caller satisfaction is as varied as our management styles. Some or all of the following measurement tools are used to judge success in your service desk or helpdesk...  Click here for full details and to RSVP...           --------------------    Last Meeting:   May 21, 2009 (Thursday) Topic: The Sourcing Tsunami and the Rise of the Virtual Support Center The service and support industry is going through its next wave of change. Where will support centers be located? Traditional offshoring, captive or outsourced, which has been popular this decade, is giving way to alternative solutions including work from home models for service and support organizations. Are organizations prepared for this shift in work? Are they prepared to build and deploy a Virtual Support Center?  Click for meeting details and presentation slides...   --------------------    HDI Certification training in Charlotte has been announced for this September! Click to visit our training page      --------------------   Noteable Award Winners at HDI Conference HDI Charlotte was represented by two award winners at this April's HDI Conference in Las Vegas:     2008 Southeast Regional Officer of the Year HDI Charlotte would like to congratulate our very own (scary-looking) President, Jeffrey Brooks, for being awarded the 2009 Southeast Regional Officer of the Year Award.  Jeff was nominated and voted for by HDI chapter officers from the ten Southeast chapters and was presented the honor at the 2009 HDI Conference in Las Vegas.  Way to go Jeff! 2008 Southeast Analyst of the Year HDI Charlotte would like to congratulate Matt Brunson of Peak10, for being awarded the 2008 Southeast Regional Analyst of the Year Award.  Congrats Matt!    Sponsoring the Southeast Analyst of the Year award, B Virtual Inc. celebrated with the rest of the Southeast Region members at the Mix Lounge at Mandalay bay on April 6th. The event, held during the HDI annual conference in Las Vegas, NV, was to recognize Matt Brunson for Southeast Support Analyst of the year and Jeff Brooks as Southeast Officer of the Year. Attended by over 80 Southeast chapter members the event was a huge success. Congratulations to Matt and Jeff for their outstanding performance and commitment to the support industry!    Pictured above (from left): Darien Chimoff, Director of the Southeast Region of HDI, Matt Brunson, Support Analyst at Peak10, and Tim Dewey, CEO of B Virtual Inc.   --------------------   The Charlotte HDI Facebook group is now live!  Join us today! --------------------   The Charlotte HDI LinkedIn group is up and running. We would like to use this valuable social networking tool as a means to increase inter-member networking and discussion. It will give us another avenue with which to post relevant information about HDI, the chapter and upcoming events and meetings. Finally, we hope that the group will serve as a means for individuals and businesses to connect in efforts such as job hunting, consulting or even just posing business questions that would benefit from the experience and opinion of other professionals in our community. Please visit our group's page for more details.     --------------------     2008 HDI Charlotte AND South East Regional Analyst of the Year Awarded HDI Charlotte would like to congratulate Matt Brunson (pictured right with former HDI Charlotte President David Lando (left)) for winning the 2008 HDI Charlotte Analyst of the Year and the 2008 HDI Southeast Region Analyst of the Year. Matt is a support analyst at Peak10 in Charlotte and has been with the company for nearly 4 years. He received his award on Thursday, January 15th at the HDI Charlotte chapter meeting at Maggiano’s Restaurant. Matt will re-ceive an all-expenses paid trip to the HDI annual conference in Las Vegas where he will be in the running for the HDI National Analyst of the Year. Congratulations Matt !!   --------------------   February 2009 - 2008 Circle of Excellence Award The HDI National Headquarters is pleased to announce that the HDI Charlotte local chapter has won the Gold Achievement Award in the annual Circle of Excellence recognition program. The Circle of Excellence program is managed by the HDI national office and awards points to local chapters based on the following areas: . Chapter Growth . Chapter Management . Chapter Education / Career Development . Chapter Professional Development & Contributions --------------------   2009 HDI Annual Conference & Expo The 2009 HDI Annual Conference & Expo will be held on April 6-9 at the Mandalay Bay Hotel & Resort in Las Vegas, Nevada. IT Service and support professionals are invited to attend the conference to hear presentations from key industry experts, network with peers and executives, and see product demos from top-notch IT vendors. Attendees will leave feeling energized and full of ideas to take back to their support centers and service desks. There will also be exciting keynote speakers and entertainment from top talent such as Penn & Teller. Anyone interested in attending can register online at www.thinkhdi.com\hdi2009.

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HDI Charlotte would like to thank the co-sponsors of the first ever HDI Southeast Regional Officers Summit that took place over the weekend of October 3-5, 2008.  Please visit their sites should you have a need for their services: