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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
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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:
 | Customer Service Representative |
| Support Center Analyst |
| Support Center Team Lead |
| Support 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).
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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
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