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HDI appoints Ken Webb, Chief Operating Officer

Colorado Springs, Colorado, [October 25, 1999]- Help Desk Institute (HDI) announced today that Ken Webb has joined HDI as Chief Operating Officer. In his new position, Ken will focus his energies on daily operations for the continued growth of HDI - already the largest association of support professionals in the world. He will also work to ensure that HDI remains as the leader of the customer support industry. "As an active member of HDI and our Individual Certification Standards Committee, Ken has demonstrated his experience, industry knowledge, and commitment to making a difference. We look forward to Ken's leadership and enthusiasm. He is a support professional with superb industry credentials." Ron Muns, Chairman, Help Desk Institute.

"I am extremely excited to be joining HDI at this defining time. As a support services veteran, fresh from the field, I feel that I have many new and exciting ideas that can make a difference. I am anxious to learn what is important to HDI members and staff as we work together to positively impact the support services industry." Ken Webb.

Ken's start date with HDI coincides with the Support Services Conference and Expo, in San Francisco, October 25-29. This will be an excellent time for him to network, share ideas, and seek advice from HDI members and leaders in the support world.

Ken Webb
Ken Webb is a results oriented leader with extensive experience in the Help Desk/Customer Support industry. Ken's prior work experience includes MCI Worldcom, and Denver based TCI (the largest cable company in the United States). He is truly a role model for the support professional. His career began on the phones and progressed at MCI Worldcom to the point where, in his last position, he served as Service Direct Senior Manager responsible for a support staff of 110 professionals. The group was called "One Call West." Ken was instrumental in the design of the "One Call" program, which provides the ability for all employees to push one button to receive help on voice, data, or Internet computing environments. On earlier projects at MCI, Ken's contributions were so significant (value to MCI at over $100 million), that the CEO of MCI awarded him the "Spirit of MCI Award." This is the highest recognition given by MCI. Only three other individuals in MCI's history have received this award.

At Denver based TCI, Mr. Webb was Executive Director responsible for business operations and managing the implementation of three 500 seat call centers. He led the development efforts of TCI's customer service initiatives to support telephony, digital TV, and broadband Internet products.

About Help Desk Institute
Help Desk Institute (HDI) is a member centric organization, focusing on the needs of internal and external support organizations and the vendors who support them. The association's mission is to set the standards, establish certification and training programs, and to encourage member collaboration. HDI's focus is to lead the customer support profession worldwide. HDI provides targeted information about the technologies, tools, and trends of the help desk and customer support industry, as well as customized training and certification programs for both the individuals and support organizations. HDI also provides numerous opportunities for members to network with their peers, either via participation in one of HDI's 50 local chapters, or in gatherings in which HDI host such interactions. HDI cosponsors the Support Services Conference and Expos, offers regional training, and publishes a wide range of training publications and research materials. HDI is the leading support services association with more than 3,500 members in North America, and partners in North and South America, Europe, and Asia/Pacific that represent an additional 2,000 members. The web site is www.helpdeskinst.com. - ## -

Editorial Contact:
Dana Gardiner
Help Desk Institute
dgardiner@helpdeskinst.com
800-248-5667

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