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

Gregg Gregory was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what challenges he anticipates for service management.
Tag(s): supportworld, customer service, customer experience
October 17, 2017

Assess the capabilities of both your tool and your team to provide service management to the areas of your business that are getting aboard the ESM train.
Tag(s): supportworld, service management, IT service management, ITSM, tools
October 11, 2017

See how Minnesota State University, Mankato is working to nurture a culture around knowledge sharing and gamified training for all support center employees.
Tag(s): supportworld, support center, knowledge management, gamification, training, workforce enablement, workforce enablement
October 10, 2017

Value Stream Mapping can be an effective leadership, collaboration, and problem-solving technique, but only if you obey these tips and warning hazards.
Tag(s): supportworld, service management, ITSM, IT service management, collaboration
October 4, 2017

Patrick Bolger was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Patrick to be involved in the community.
Tag(s): supportworld, service management, ITSM, IT service management
October 3, 2017

With recent events in Las Vegas, Texas, Florida, and the Caribbean, it is ever more important that we serve our communities, in both small and significant ways, to help them recover and thrive.
Tag(s): supportworld, customer service, customer-service-week, community, disaster recovery
October 2, 2017

Taking teams from fractured to functional is essential to an organization’s ability to achieve stated goals and meet the expectations of its stakeholders.
Tag(s): supportworld, workforce enablement, workforce enablement, team building
September 29, 2017

For success in Enterprise Service Management, IT must understand that other business units have their own vocabularies and many IT terms mean something different.
Tag(s): supportworld, ITIL, service management
September 27, 2017

AI and automation allow IT departments to create better customer-supporting solutions.
Tag(s): supportworld, automation, service desk, service management
September 26, 2017

Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Tag(s): supportworld, technical support, service desk, self-service, self-service tools, support center
September 25, 2017

Looking for Specific Topics? Try These: