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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
- Service management
- Knowledge management
- Technology
- Workforce management
- Customer Experience
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- Metrics and measurements
Beyond the archives of valuable content, new articles are released every week.
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The Latest from SupportWorld
We’ve asked thought leaders in the IT service and support industry to share their tips on what has worked for them in this new, dispersed work environment.
Date Published August 8, 2022 - Last Updated January 20, 2023
A customer-centric organization helps customers find the right solutions for their needs. This kind of organization requires a dedicated type of leader.
Date Published August 2, 2022 - Last Updated January 20, 2023
In this IndustryVoices article, an argument is made that we should provide the same level of service on IT matters to employees as we do customers.
Date Published August 2, 2022 - Last Updated January 20, 2023
Tired of sky-high cloud costs? Here are some suggestions for bringing your cloud spending back down to earth.
Date Published August 1, 2022 - Last Updated January 20, 2023
In an IndustryVoices article, an argument is made for why Enterprise Service Management (ESM) may be having its moment in a post-COVID work era.
Date Published July 23, 2022 - Last Updated January 20, 2023
A case is made that this metric provides the most complete look into the the perspective of your customer or client.
Date Published July 22, 2022 - Last Updated January 20, 2023
A primer or reminder on the ways you can help your employees or customers get what they need more quickly and efficiently.
Date Published July 21, 2022 - Last Updated January 20, 2023
It is past time to do inventory of your legacy devices and make a plan to upgrade what is needed.
Date Published July 20, 2022 - Last Updated July 19, 2022
The State of Tech Support in 2022 is an invaluable resource as you plan for an uncertain future. And it is available to all HDI community members for free.
Date Published July 19, 2022 - Last Updated July 21, 2022
A company’s strategy for hiring top tech talent should be driven by improving overall business outcomes, with a focus on retention and upskilling in a time of acute talent shortages.
Date Published July 19, 2022 - Last Updated January 20, 2023