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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
Consider these five ways to integrate cell phones with your service management tool to provide an enhanced employee experience.
Date Published March 12, 2020 - Last Updated September 2, 2020
Learn how to be effective and successful in your role as a new leader in service and support.
Date Published March 11, 2020 - Last Updated September 2, 2020
What is preventing us from providing top-tier support and customer experience beyond the service desk?
Date Published March 10, 2020 - Last Updated September 2, 2020
Empowered analysts are enabled to do their jobs well and keep customers happy.
Date Published March 5, 2020 - Last Updated September 2, 2020
The status quo can no longer be accepted. People need to work up, down, and across the organization to drive change.
Date Published March 4, 2020 - Last Updated December 10, 2020
ITSM is not just about workflows and escalations and tickets and knowledge articles, but how the use of technology enables business value and outcomes.
Date Published March 3, 2020 - Last Updated September 2, 2020
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Date Published February 27, 2020 - Last Updated September 2, 2020
The best way to build a conversation is to capture and use real support conversations to program your bot.
Date Published February 26, 2020 - Last Updated September 2, 2020
Pierre Bernard explores how the knowledge management practice interacts with the other ITSM practices based on ITIL 4.
Date Published February 25, 2020 - Last Updated September 2, 2020
It is important for analysts to adhere to the schedule as closely as possible to ensure that productivity and service-level goals are met.
Date Published February 21, 2020 - Last Updated September 2, 2020