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

This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
August 15, 2017

In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Tag(s): supportworld, support center, workforce enablement, customer experience, customer service
August 15, 2017

Continual Service Improvement isn’t a lifecycle stage but, rather, something you do during all stages of the service lifecycle.
Tag(s): supportworld, ITIL, ITSM, IT service management, continual service improvement, service management
August 15, 2017

The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Tag(s): supportworld, benchmarking, metrics and measurements, support center, service desk
August 15, 2017

Customer service expert Jeff Toister suggests three things you can do to get your employees more customer-focused.
Tag(s): customer experience, customer service, supportworld, workforce enablement, leadership, hdi conference
August 15, 2017

Take a look at the trends that are shaping the future of service and support.
Tag(s): supportworld, service management, cloud computing, cloud, mobility
August 15, 2017

David Ratcliffe was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates David to be involved in the community.
Tag(s): supportworld, service management, leadership, ITIL, ITSM, IT service management, community
August 15, 2017

This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat
August 15, 2017

Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Tag(s): supportworld, metrics and measurements, KPI, customer-satisfaction-measurement, employee satisfaction, support center, performance management
August 15, 2017

Whether you are holding a coaching meeting, a monthly one-on-one, or a more difficult conversation, you want both results and to maintain the relationship with the employee.
Tag(s): supportworld, workforce enablement, performance management, people, leadership
August 15, 2017

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