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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:
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- Processes and procedures
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- Knowledge management
- Technology
- Workforce management
- Customer Experience
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- Metrics and measurements
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The Latest from SupportWorld
The mission of technical support has been to get people back to work quickly after an incident or for a service request. But that can no longer be our primary mission.
Date Published April 26, 2017 - Last Updated April 19, 2019
To help learning stick, repetition in a variety of different ways is one of the most important tools a trainer has.
Date Published April 25, 2017 - Last Updated December 6, 2017
Learn why changing our data source from cases to articles moves us from reactive to proactive problem management for tech support.
Date Published April 20, 2017 - Last Updated December 6, 2017
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Date Published April 19, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of getting your team obsessed with service. Jeff Toister joined the Twitter chat as our guest expert.
Date Published April 17, 2017 - Last Updated December 6, 2017
You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Date Published April 12, 2017 - Last Updated December 6, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Date Published April 11, 2017 - Last Updated December 6, 2017
Consider whether reporting against knowledge article usage, as evidenced by linking articles to incidents, is a better way to prioritize incident types for problem management.
Date Published April 6, 2017 - Last Updated December 6, 2017
Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Date Published April 5, 2017 - Last Updated December 6, 2017
There is hope for problem management to be proactive by marrying problem management with knowledge management/knowledge sharing practices.
Date Published March 30, 2017 - Last Updated December 6, 2017