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Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Here you’ll find information on:

  • Strategy and best practices
  • Processes and procedures
  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
  • Technical support
  • Metrics and measurements

Beyond the archives of valuable content, new articles are released every week.

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The Latest from SupportWorld

 
We’re counting down HDI’s most read articles of 2021. Here’s No. 10 - It’s one thing to launch a continuous process improvement program, but it’s another to sustain it. Here, an analyst looks at some on-the-ground processes to keep momentum up for improvement.
Tag(s): supportworld, continual service improvement, best practice, business alignment, IT service management
December 13, 2021

 
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
December 6, 2021

 
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.

Tag(s): supportworld, service quality, service management, best practice
December 6, 2021

 
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discuss how to do a thoughtful analysis to determine the best path forward for implementing shift-left strategies within your IT department.
Tag(s): supportworld, service quality, service management, best practice
December 6, 2021

 
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Tag(s): supportworld, culture, customer experience, best practice
December 2, 2021

 
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021

 

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021

 

Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right.

Join industry leader Phyllis Drucker on January 25 for this HDI...

Tag(s): webinars, supportworld, human resources, people, performance management, staffing
December 2, 2021