Show Daily: Help Desk Institute Announces Joe Fleischer, Chief Technical Editor for Call Center Magazine, as HDI's New Strategic Advisory Board Chairperson

ORLANDO, Fla. - April 20, 2004 -- Help Desk Institute (HDI), the world's largest membership association for service and support professionals and the premier certification body for the industry, today announced the appointment of industry chronicler Joe Fleischer to the position of chairperson of the HDI Strategic Advisory Board for a one-year term. Phil Verghis, retiring chairperson, made the announcement during his State of the Industry address at the HDI Annual Conference and Expo held this week in Orlando.

Currently the chief technical editor for Call Center Magazine, the customer care industry’s number one resource, Fleischer is recognized as a knowledge leader in the customer support market.

"I am very pleased to announce Joe as the next chairperson of this board," said Verghis. "As a chronicler of the industry for many years, he has an in-depth knowledge of the challenges and opportunities support centers are facing. His leadership and expertise will positively guide and inspire HDI members through this time of rapid industry and technological change."

Ron Muns, founder and CEO of HDI, added, "Joe’s extensive knowledge of the industry will bring tremendous insight to HDI's prestigious Strategic Advisory Board. As a member of our board, Joe has been extremely hard working and insightful. I look forward seeing the results of his leadership."

Since joining Call Center Magazine in the fall of 1996, Fleischer has written numerous articles that cover traditional call center topics, including call routing, quality monitoring and voice processing, as well as newer areas such as customer relationship management, knowledge management and IP telephony.
A regular speaker and moderator at leading call center events, Fleischer is also co-author, with fellow editor Brendan B. Read, of The Complete Guide to Customer Support.

"Since joining the HDI strategic advisory board in 2003, I have been most impressed with the depth of board member knowledge and am very excited to take on this new leadership role. I look forward to working with HDI's strategic advisory board to make informed recommendations on industry trends and directions so that HDI's members and the industry are better prepared to meet tomorrow's challenges," said Fleischer.

HDI's strategic advisory board's membership comprises fifteen leading industry luminaries, support industry executives, vendor CEOs, international representatives, and members of the media and analyst community. The 2003-2004 HDI Strategic Advisory Board consists of: Chair: Phil Verghis, President, The Verghis Group, Inc.; Ron Muns, Founder and CEO, Help Desk Institute; Past Chairman: Char LaBounty, President, LaBounty & Associates; Chair-elect: Joe Fleischer, Chief Technical Editor, Call Center Magazine; Radha Basu, CEO and President, SupportSoft; Kris Brittain, Research Director, The Gartner Group; Patrick Bultema, President, The Bultema Company; Richard Hanke, Director, Enterprise Help Desk, Lockheed Martin; Paula Howell, Director, Customer Support Services, Ernst & Young, LLP; Brenda Iniguez, Account Manager, ARC; Gary Lemke, CEO, RealMarket, Inc.; Greg Oxton, Executive Director, The Consortium for Service Innovation; David Ratcliffe, President and CEO, Pink Elephant; Sandra Simpson, Managing Partner, Logical Process Corporation; Harold Goldberg, Vice President – Worldwide Marketing & Business Strategy, Remedy.

About Help Desk Institute

Help Desk Institute (HDI) is the world’s largest membership association for service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for customer service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide, (including 90% of the Fortune 500), and more than 50 active U.S. chapters. For more information, visit http://www.thinkhdi.com.

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