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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
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- Customer Experience
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- Metrics and measurements
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The Latest from SupportWorld
Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Date Published May 30, 2018 - Last Updated December 13, 2018
Follow these steps to map the incident management process and drive real organizational change that sticks.
Date Published May 24, 2018 - Last Updated December 13, 2018
Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Date Published May 23, 2018 - Last Updated December 13, 2018
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Date Published May 22, 2018 - Last Updated March 23, 2020
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Date Published May 17, 2018 - Last Updated December 13, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Date Published May 16, 2018 - Last Updated December 13, 2018
Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Date Published May 15, 2018 - Last Updated December 13, 2018
Every company has a culture. The question is, is your company’s culture worth catching?
Date Published May 10, 2018 - Last Updated December 13, 2018
There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Date Published May 9, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Date Published May 8, 2018 - Last Updated December 13, 2018