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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
Before buying your service management expertise, the other business units will want to look around to see what kind of condition IT is in.
Date Published September 19, 2017 - Last Updated December 6, 2017
Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Date Published September 19, 2017 - Last Updated December 6, 2017
With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Date Published September 14, 2017 - Last Updated March 23, 2020
Multilingual support is a growing priority for enterprise service desks.
Date Published September 14, 2017 - Last Updated January 21, 2020
Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Date Published September 13, 2017 - Last Updated December 6, 2017
Enterprise service management is not about how smart IT is. It is about enabling other parts of your business to do things in better ways.
Date Published September 12, 2017 - Last Updated December 6, 2017
For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Date Published September 11, 2017 - Last Updated April 19, 2019
With all the training options available today, how do you decide which is right for you or your team. Which route should you take: virtual, online, or instructor led?
Date Published September 7, 2017 - Last Updated December 8, 2017
What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Date Published September 6, 2017 - Last Updated April 19, 2019
As one of HDI’s Top 25 Thought Leaders, service management expert Greg Sanker shares what motivates him to be involved in the community.
Date Published September 5, 2017 - Last Updated December 6, 2017