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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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- Metrics and measurements
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The Latest from SupportWorld
Today’s tech support professional needs to focus less on script-based support and more on monitoring, connectivity, and security.
Date Published October 9, 2019 - Last Updated December 17, 2019
Carlos Casanova delves into how to apply a systems approach to conquer the challenges of implementing a CMDB.
Date Published October 8, 2019 - Last Updated December 17, 2019
It is a good idea to have periodic check-ins with your team to make sure everyone is clear on the expectations for goals and objectives.
Date Published October 4, 2019 - Last Updated December 17, 2019
A Business Continuity Plan can be invaluable in the case of minor incidents and a huge benefit in the unfortunate event the full BCP has to be activated.
Date Published October 2, 2019 - Last Updated March 23, 2020
Date Published October 1, 2019 - Last Updated February 20, 2024
Date Published October 1, 2019 - Last Updated February 20, 2024
Roy Atkinson interviewed Michael Kublin about getting organizations un-stuck and practicing leadership wherever you are.
Date Published October 1, 2019 - Last Updated December 17, 2019
Understand why continual service improvement efforts are often abandoned after initial success and how to successfully integrate CSI activities into normal operations.
Date Published September 27, 2019 - Last Updated December 17, 2019
Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Date Published September 25, 2019 - Last Updated December 17, 2019
Now is a great time to take a good, hard look at your support strategy and consider a mobile-first approach.
Date Published September 24, 2019 - Last Updated December 17, 2019