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

 
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
July 20, 2017

 
Customer experience is on everyone’s radar. If you haven’t thought about it, it’s time to start.
Tag(s): supportworld, customer experience, customer satisfaction
July 19, 2017

 
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
July 18, 2017

 
Surveys are a great tool for letting you know where you stand with your customers. But remember that customer satisfaction begins with service delivery.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, service delivery
July 13, 2017

 
FCR is a measure of how effectively your service desk conducts its business, and customer satisfaction is strongly correlated with FCR.
Tag(s): supportworld, metrics and measurements, customer satisfaction, first call resolution
July 12, 2017

 
Stephen Mann was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stephen to be involved in the community.

Tag(s): supportworld, IT service management, ITSM, service management
July 11, 2017

 
Is ITIL still relevant amidst the rise of other frameworks and methodologies?
Tag(s): supportworld, ITIL, methodology, framework and methodologies, framework, service management
July 10, 2017

 
Having access to the organization’s ITSM tool on mobile devices is valuable for desktop support teams, who often encounter drive-by requests.
Tag(s): supportworld, service management, mobility, ITSM, IT service management, tools, support center
July 6, 2017

 
Ryan Ogilvie was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Ryan to be involved in the community.
Tag(s): supportworld, service management, ITIL, IT service management
July 5, 2017

 
We all have expectations about what our support center staff members do know and what they should know. Sometimes, these expectations are not met.
Tag(s): supportworld, workforce enablement, support center, leadership, hdichat
July 5, 2017


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