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Beyond the archives of valuable content, new articles are released every week.
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The Latest from SupportWorld
AI isn’t going away — but neither are the humans behind it. Susan Smith shares her journey from “other duties as assigned” to human-in-the-loop leadership.
Date Published June 24, 2025 - Last Updated June 24, 2025
Building great IT leaders takes more than luck — it takes intention. This post breaks down key talent strategies to develop and retain your future tech leaders.
Date Published June 18, 2025 - Last Updated June 16, 2025
Stars and smileys won’t move the needle. Here’s how to collect actionable feedback that improves service and builds trust with your customers and analysts alike.
Date Published June 17, 2025 - Last Updated June 16, 2025
Unlock your service desk’s full potential. Learn how to transform it from a reactive support function into a strategic asset that drives business value.
Date Published June 16, 2025 - Last Updated June 16, 2025
This is not another "Top 5 Sessions" type of list – these are the five moments that challenged me during SupportWorld Live 2025. Can they do the same for you?
Date Published June 10, 2025 - Last Updated June 10, 2025
Great service desks run in sync. Learn how clear roles, real-time feedback, and thoughtful leadership drive efficiency, culture, and customer outcomes.
Date Published June 9, 2025 - Last Updated June 9, 2025
This summer, take advantage of HDI’s hottest training deals yet — including 15% off single courses and BOGO 50% off pairs. Whether you're upskilling solo or empowering your team, these limited-time savings make it easy to invest in what’s next.
Date Published June 4, 2025 - Last Updated June 4, 2025
A thoughtful training and development program is key to building a stronger, more engaged IT support team. Learn how to define scope, gain buy-in, and measure success for long-term impact.
Date Published June 3, 2025 - Last Updated June 3, 2025
Using the metaphor of gardening, this article reveals how successful leadership requires the same patience, attention, and nurturing approach as cultivating a thriving garden. The piece explores five critical aspects of cultural development - environment preparation, team selection, issue...
Date Published May 30, 2025 - Last Updated May 30, 2025
HDI honors excellence in tech support at SupportWorld Live 2025. Meet the outstanding individuals and teams who set new industry standards through innovation and service.
Date Published May 21, 2025 - Last Updated May 23, 2025