SupportWorld

Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs. Here you’ll find information on:

  • Strategy and best practices
  • Service management
  • Technology
  • Workforce enablement
  • Processes and practices

Beyond the archives of valuable content, new articles are released every week.


The Latest from SupportWorld

 
Confrontation is a good thing, and it is one of the most important skills you need as a leader.
Tag(s): supportworld, leadership, workforce enablement
5/25/2017

 
Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Tag(s): supportworld, ITSM, security management, service management, it governance, IT service management
5/24/2017

 
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
5/23/2017

 
In order to improve, technical support organizations need to decide what to invest in, and when.
Tag(s): supportworld, technology, service management, support center, tools
5/23/2017

 
Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between a KPI and a metric.
Tag(s): supportworld, metrics and measurements, KPI, FAQ
5/18/2017

 
It should not take a crisis to generate a meeting between support center and desktop support managers to keep the relationship between the two groups on track.

Tag(s): desktop support, support center, supportworld, forums, forums-desktop, forums-sclf
5/17/2017

 
Karen Ferris was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Tag(s): supportworld, service management, change management, leadership
5/16/2017

 
As one of HDI’s Top 25 Thought Leaders, customer service expert Jeff Toister shares what motivates him to be involved in the community.
Tag(s): supportworld, customer experience, customer service, community
5/11/2017

 
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Tag(s): supportworld, support center, customer experience, customer service
5/10/2017

 
What kind of work would you expect from someone if they accepted that their work was inherently less valuable and advancement was a myth?
Tag(s): supportworld, workforce enablement, leadership, desktop support
5/9/2017


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