But if you do a quick scan, you'll see that HDI is peppered all over the place. Why? It's more the good search engine optimization. HDI is all over the topic of help desk and information technology (IT) support.

HDI Universities, something that I've not blogged about before, include three 3-day courses :

• Help Desk Manager (HDM) Certification


• Help Desk Analyst Boot Camp


• Knowledge Management Foundations Workshop

Although I've not attended one of these events before, the third one looks particularly interesting based on my work with call center folks. At least anecdotally based on companies I have worked with in the past year, I have generally found that the performance gap between top-tier performers and the next level of performers in the inbound call centers is quite wide. Knowledge management is an important topic to address if one hopes to get the level of service up.

Anyway, the next two Universities are in Orlando and San Diego. Check 'em out now! BTW - the picture is of someplace in Orlando ... look nice?

Steve Shu