IT Service/Support & Contact Center

Uniting the World of Service Management

itSMF USA and HDI are joining forces again to provide the service management community with an unparalleled educational experience. At FUSION 16, global leaders in service management will present best practices, innovative strategies, and real-world applications. Visit site »

The premier membership association and certification body for the technical service and support industry

HDI is the premier membership association and certification body for the technical service and support industry. At 150,000 people strong, HDI is an active community of industry professionals looking to advance their careers and improve their support centers. Visit site »

For the technical service and support industry

The annual HDI Conference is the largest, most-respected technical support educational event. This IT service and technical support conference addresses the needs of the entire team—from seasoned directors to frontline analysts—and provides valuable insight into how formal procedures, processes, and industry tools can improve service and support performance. Visit site »

Empowering Contact Center Excellence

For nearly 30 years, ICMI has been in the business of improving contact centers. Whether it be your people, your processes or your strategy, we want to partner with you to take your customer service to the next level.

Also known as the International Customer Management Institute (ICMI), we are the leading global provider of comprehensive resources for customer management professionals – from the frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you:

  • Raise the strategic value of your contact center
  • Optimize your operations
  • Improve your customer service

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