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.
Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.
Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.
The Latest from SupportWorld
Customer Service Week is all about you, and we want to help you celebrate! Here’s a day-by-day breakdown so you can plan your week.
Date Published October 4, 2016 - Last Updated December 15, 2016
Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Date Published October 2, 2016 - Last Updated December 15, 2016
Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Date Published September 30, 2016 - Last Updated April 19, 2019
Ready for more Tech Support Confessions? I thought so! In this week's installment, your peers share their observations about great leaders and challenging coworkers, job stress and career frustration, and communication and chicken wings (together, at last!).
Date Published September 29, 2016 - Last Updated December 15, 2016
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Date Published September 28, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their ongoing and upcoming Windows 10 rollouts.
Date Published September 27, 2016 - Last Updated December 15, 2016
Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Date Published September 26, 2016 - Last Updated December 15, 2016
Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Date Published September 21, 2016 - Last Updated December 15, 2016
Automation could potentially move more of the repetitive work out of Level 1 and allow tech support analysts to take on more complex tickets.
Date Published September 15, 2016 - Last Updated December 15, 2016
Problem management doesn’t have to be complicated, and there is no wrong way of doing it, as long as it functions well and provides for the outcomes expected.
Date Published September 14, 2016 - Last Updated December 1, 2017