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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
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The Latest from SupportWorld
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Date Published June 27, 2018 - Last Updated December 13, 2018
Learn how HDI members are handling SLAs for service desk call abandonment rate.
Date Published June 26, 2018 - Last Updated December 13, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Date Published June 20, 2018 - Last Updated December 13, 2018
Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Date Published June 19, 2018 - Last Updated December 13, 2018
For successful knowledge management, create a culture of knowledge sharing by demonstrating ROI to the business, sharing strategies across departments, and measuring results.
Date Published June 13, 2018 - Last Updated December 13, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Date Published June 12, 2018 - Last Updated December 13, 2018
Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Date Published June 7, 2018 - Last Updated December 13, 2018
Leverage techniques borrowed from tactical military operations to reduce knowledge hoarding and increase knowledge sharing.
Date Published June 6, 2018 - Last Updated December 13, 2018
Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Date Published June 5, 2018 - Last Updated December 13, 2018
Develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.
Date Published May 31, 2018 - Last Updated December 13, 2018