Optimal Connections, LLC 

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Get Certified!
HDI and ITIL Certification Training

""I am excited to return to work and put these practices into place!"  Heather Whitefield, SCM Class, Anaheim - March 2007

"I plan to recommend this course to all of our Analysts here at Fremont."  William Torres, SCA Class, Fremont Investment & Loan, March 2007

"Paul was very knowledgeable and enthusiastic.  He provided real world solutions to real world problems by engaging each member of our class in discussions!"  Mega Perkins-Roush, SCA Class, San Diego - May 2007.

"Thank you very much.  Many of the policies and procedures practices are not implemented in my organization. I'm hoping to present to management for change and implementation.  Paul - you did a great job!" 
Adriane Vasquez, City of Yuma, Arizona
August 2005

"Paul is a great instructor!"  Dee Bowen, HDA Boot Camp, April 2005

"I thought all topics were covered well.  The time spent on each was perfect.  I would definitely recommend the class to others."  Karen Flores, Help Desk Analyst class, Nov 2004
 

Get the FREE White Paper from the HDI 2005 Annual Conference
"How to Market the Value of Your Support
Center"

Download Now


Valuable
Articles!

on Service & Support,
Web Marketing
and
Customer Satisfaction
Go to Resources >>

 

FREE White Paper!

"7 Steps to Exceptional Customer Service"
Download Now
 


 


Help Desk and Support Center Services

Training, Consulting and Assessment Services that Empower Your Support Center!

Its no secret that in today's world of global competition, exceptional customer service and support lays the foundation for success.  With over 30 years of combined experience is the service and support industry, no one understands this better than the senior consultants at Optimal Connections. 

Need to sharpen your Support Center Analyst skills?  Or prepare for management with HDI Support Center Manager Training? Perhaps you need a Support Center Assessment to get a professional assessment of operations, and identify opportunities for improvement.  Maybe your goal is to aim for HDI Support Center Certification  to really distinguish your support center.  Whatever your goal, we’ll help you get to where you need to be – so you can wow customers, exceed expectations, and build that all important customer loyalty!

Help Desk, IT and Support Center Services

HDI Certification Training
Boost the communications, problem solving and customer care skills of your contact center agents with HDI Certification Training. As Certified Instructors of HDI, we provide you with official HDI courses that will prepare your staff to deliver the best in service & support.  Classes offered include:

bulletCustomer Service Representative
bulletSupport Center Analyst
bulletSupport Center Team Lead
bulletSupport Center Manager

ITIL Foundations Training
Interested in getting a solid grounding in ITIL V3?  Our principal instructor is both Foundations and Practitioner certified, with over 30 years of experience in service and support.  You'll get not only a solid grounding in ITIL, but many practical applications throughout the course!

Support Center Assessments
Need a professional 3rd party assessment of your Help Desk or Customer Support Center?  Our Support Center Assessment is a cost-effective way to identify opportunities for improvement, pinpoint areas of strength, and get a roadmap for the future.  Additionally, SCA services can help you determine if and when to move ahead with HDI Support Center Certification.

HDI Support Center Certification
Although you may be successful in attracting customers, engaging them, and selling products or services, you won't be successful in the long run unless you deliver quality customer service. HDI  Support Center Certification benchmarks your support center against HDI world-class standards, allowing you to differentiate your center from competitors and demonstrate to customers your commitment to excellence!

Help Desk and Support Center Consulting
Are there opportunities to increase the efficiency, effectiveness, and service quality of your support center, while reducing costs and increasing revenue? Our help desk and support center consulting solutions will help you optimize your performance.

Customer and Staff Satisfaction Surveys
Our experience has shown us that it's much easier to hit a target when you know what you're shooting for.  Use our survey services to find out about how your customers (or employees) feel about your organization, products and services. Then fine-tune your offerings, and your internal processes, to exceed those expectations!

Web Design, Development and Search Engine Optimization Services

For information on our web design, development and search engine optimization services, please visit optimalwebmarketing.com.

Why Choose Us?

We are a small but very formidable team of industry experts, with considerable experience in support services strategy, development, and delivery;  support analyst skills and management training; and survey services.   Not only do we  have the credentials and experience you can count on - we are committed to excellence and to your complete satisfaction! 

Optimal Connections is active in leading industry organizations such as the Help Desk Institute (HDI), IT Service Management Forum (itSMF), HDI Orange County, the Service and Support Professionals Association (SSPA), ITIM (IT Infrastructure Management Association), and the Association of Support Professionals (ASP).

 


How Do You Stack Up? Check out our Support Center Assessment Services and find out!

Read More >>

 

 

HDI 2008
Conference

Presentation Downloads:
 
Financial Tools Session
Web Portal Session

Go to Resources>>

 

Optimal Connections helps
the National Help
Desk, Dept. of Homeland Security
to achieve HDI Support Center Certification!

Read More >>
 

Marine Corps

Marine Corps  MCTSSA Support Center renews HDI Support Center Certification
Read More >>

 

New Focus Book!

HDI has just published a new Focus Book authored by Paul M. Dooley:

 "Building a Web Support Portal: Keys to Success"

 


 


itSMF Member
Foundations and
Practitioner Certified

 



HDI Support
Center Auditor



Officer - OCHDI
 


Member - ASP

 

HDI International Standards Committee
Member 2008