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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
- 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
The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.
Date Published September 16, 2019 - Last Updated December 17, 2019
Learn how service management platforms are using predictive analytics to enhance service operations.
Date Published September 13, 2019 - Last Updated December 17, 2019
You need to understand the nuances between being transparent and having effective communication.
Date Published September 11, 2019 - Last Updated December 17, 2019
Differentiate your business through best-in-class IT support.
Date Published September 10, 2019 - Last Updated December 17, 2019
Learn the first steps to creating a strategy that is simple, relevant, and achievable and that keeps up with the pace of change in today's business environments.
Date Published September 6, 2019 - Last Updated December 17, 2019
When employees get quiet and shut down, it is because they do not have a safe place to speak out, and that is on the manager.
Date Published September 5, 2019 - Last Updated December 17, 2019
VeriSM is a service management approach that helps organizations define their principles and operation model. Learn what it is and what it is not.
Date Published September 4, 2019 - Last Updated December 17, 2019
Jeff Rumburg shares how you can combine three critical metrics to create an overall measure of Customer Experience (CX).
Date Published August 29, 2019 - Last Updated December 17, 2019
Successful change management requires getting buy in from stakeholders.
Date Published August 28, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Leslie O’Flahavan, professional writing trainer and coach, about the importance of clear language.
Date Published August 27, 2019 - Last Updated December 17, 2019