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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
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- Knowledge management
- Technology
- Workforce management
- Customer Experience
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- Metrics and measurements
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The Latest from SupportWorld
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Date Published January 4, 2019 - Last Updated December 17, 2019
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Date Published January 3, 2019 - Last Updated December 17, 2019
Learn how to implement a multifaceted effort for your service desk.
Date Published December 26, 2018 - Last Updated April 3, 2019
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Date Published December 19, 2018 - Last Updated December 19, 2018
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Date Published December 18, 2018 - Last Updated February 13, 2019
Many organizations see a significant drop in morale for employees in their second year of service.
Date Published December 13, 2018 - Last Updated December 13, 2018
HDI community members share ideas for collaborating between and consolidating service desks.
Date Published December 12, 2018 - Last Updated December 13, 2018
In this episode of HDI’s SPOCcast podcast, Roy interviewed with Simone Jo Moore to discuss the human side of AI, the future of training, and the meaning of VUCA.
Date Published December 11, 2018 - Last Updated December 13, 2018
Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Date Published December 6, 2018 - Last Updated February 13, 2019
We don’t really know what the next few years will bring in technological advances and disruption from AI and automation. But we need to be prepared for change.
Date Published December 4, 2018 - Last Updated December 13, 2018