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The Role of Support March/April 2015 Published On: Mar 01, 2015

Change is constant, and we're not immune from change in technical service and support. BYOD and the cloud have forced us to completely rethink our service models and policies, and the evolution of technology, along with younger generations' comfort and familiarity with it, is transforming customer service expectations. The myriad changes affecting service and support are also giving rise to a rethinking of the role of support. In this edition, we explore a variety of roles support can or should play in matters ranging from community building to developing enterprise-wide communication strategies to personalized service models.

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The Work January/February 2015 Published On: Jan 01, 2015

The HDI Strategic Advisory Board has been conducting an exercise dubbed “Foresight Is 2020.” Throughout each 2015 issue of SupportWorld, we'll be exploring the future ramifications of subjects like Big Data, the Internet of Things, wearable technology, and consolidated service organizations. With the articles in this issue of SupportWorld, we tackle the work of support and provide some insights on both new and old technologies and methods.

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The State of the Industry Issue November/December 2014 Published On: Nov 01, 2014

In planning for 2015 and beyond, it’s prudent to consider how new developments in technology may impact our organizational structures and the way we do our jobs in the not-too-distant future. For the past several months, the HDI Strategic Advisory Board has been conducting an exercise to do just that. We’re calling this project “Foresight Is 2020.” Starting in January, we will begin exploring the future ramifications of subjects like Big Data, the Internet of Things, wearable technology, and consolidated service organizations. The articles in this issue of SupportWorld should give you some food for thought.

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The Customer Experience Issue September/October 2014 Published On: Sep 01, 2014

In today’s marketplace, experience plays an increasingly important role in any company’s success. This is why having a well-conceived, comprehensive strategy for managing the customer experience is so important. Effectively managing the customer experience can improve overall customer satisfaction, customer acquisition and retention, and customer loyalty. It can also help your organization increase value, reduce cost, and cement its competitive advantage. This issue of SupportWorld considers the customer experience from a number of angles.

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The Security Issue Published On: Jul 01, 2014

New threats are born every day. It’s no longer a matter of if an attack will hit your enterprise, your desktop, or your mobile device, but when. With good systems and processes in place, the service desk and access administration teams should know before you do, and they should be able to thwart the attack. And that’s the key to data security: solid processes, routine monitoring, ongoing training, and constant vigilance. However, data security isn’t the only facet of security the support organization is responsible for these days, and those myriad (and expanding) responsibilities are the focus of this issue of SupportWorld.

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