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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
KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Date Published November 7, 2017 - Last Updated August 22, 2018
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Date Published November 1, 2017 - Last Updated December 6, 2017
How one service desk took a primitive knowledge management program and introduced KCS best practices to improve incident and problem management.
Date Published October 31, 2017 - Last Updated December 6, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Date Published October 31, 2017 - Last Updated December 6, 2017
Every service and support organization needs a clearly defined governance framework encompassing all ITSM processes.
Date Published October 27, 2017 - Last Updated December 6, 2017
In the past decade, training delivery methods have evolved to include virtual and e-learning options in addition to traditional classroom training.
Date Published October 24, 2017 - Last Updated December 6, 2017
When Ellie Mae Technical Support adopted KCS, they reduced handle times, improved self-service options, and increased customer satisfaction.
Date Published October 23, 2017 - Last Updated December 6, 2017
How one company combined two service desks into one highly functional, efficient, and customer-centric IT service desk and created a robust training program at the same time.
Date Published October 19, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at desktop support cost per ticket.
Date Published October 18, 2017 - Last Updated December 6, 2017
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.
Date Published October 17, 2017 - Last Updated December 6, 2017