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

Multilingual support is a growing priority for enterprise service desks.
Tag(s): supportworld, technology, support center
September 14, 2017

With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Tag(s): business continuity, disaster recovery, support operations, technical support, supportworld
September 14, 2017

Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
September 13, 2017

For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Tag(s): supportworld, technical support, tools, support center, remote support tools
September 11, 2017

With all the training options available today, how do you decide which is right for you or your team. Which route should you take: virtual, online, or instructor led?
Tag(s): supportworld, training, workforce enablement, certification
September 7, 2017

What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Tag(s): supportworld, technical support, support center, automation
September 6, 2017

As one of HDI’s Top 25 Thought Leaders, service management expert Greg Sanker shares what motivates him to be involved in the community.
Tag(s): supportworld, service management, ITSM, IT service management
September 5, 2017

When Elon University decided to implement change management, the biggest problem was getting stakeholders on board with the process.
Tag(s): supportworld, service management, ITSM, ITIL, IT service management, change management
August 31, 2017

Mix things up and use a variety of training delivery methods to keep participants engaged.
Tag(s): supportworld, training, workforce enablement
August 29, 2017

Change management process design and execution depend on a number of factors. Here are some of the do’s and don’ts for success.
Tag(s): supportworld, ITIL, IT service management, service management, change management, process
August 24, 2017

Looking for Specific Topics? Try These: