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SupportWorld

Get the latest technical support and service management insights online, in-person, and in your inbox.

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

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How to Keep Your IT Team Motivated During the Summer
As the weather heats up, our focus dims. Here is how to keep your team engaged.
Tag(s): supportworld, support models, technology
Date Published June 20, 2023 - Last Updated February 20, 2024
 
Five More Important Leadership Skills to Start Developing
Few, if any, are born with leadership skills fully formed. For the rest of us, we need practice.
Tag(s): supportworld, support models, technology
Date Published June 19, 2023 - Last Updated February 20, 2024
 
“Success should be an internal measure.”
We ask a few questions of Carol E. Williams, Service Management Office, Princeton University Office of Information Technology and a member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published June 14, 2023 - Last Updated February 20, 2024
 
Navigating AI in Service Management
Here is a practical framework based on trustworthy data to ensure that the output of automation is reliable.
Tag(s): supportworld, support models, technology
Date Published June 12, 2023 - Last Updated February 20, 2024
 
Is the Tech Solution You Are Implementing Going to Work?
Here’s how to improve the decision-making process to game out whether an out-of-the-box solution will improve CX and EX.
Tag(s): supportworld, support models, technology
Date Published June 12, 2023 - Last Updated February 20, 2024
 
Surveying the Landscape of Tech Support
HDI’s The State of Tech Support 2023 is an invaluable resource as you plan for an uncertain future. And it is available to all HDI community members for free.
Tag(s): supportworld, support models, technology
Date Published June 7, 2023 - Last Updated February 20, 2024
 
How Do You Illustrate Business Value of the Service Desk
Too often, IT departments use metrics and language that don’t translate outside the department. Here are some suggestions to help.
Tag(s): supportworld, support models, technology
Date Published June 7, 2023 - Last Updated February 20, 2024
 
Escape from Hell Desk
IT service and support should not be unending waves of stress. Here is how to lower the temperature and improve customer satisfaction.
Tag(s): supportworld, support models, technology
Date Published June 6, 2023 - Last Updated February 20, 2024
 
Knowledge is Power in IT Service and Support
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support observation.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated February 20, 2024
 
What to Do and What to Avoid for Your Knowledge Management Program
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated February 16, 2024
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