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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:

  • Strategy and best practices
  • 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

Whereas once customer experience was something IT service and support put on the backest of backburners, the concept has now become front and center in the competitive IT landscape. Doug Rabold has a somewhat heretical suggestion for how to meet that demand.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
May 5, 2021

We ask five questions of Roy Atkinson, CEO and Principal Advisor at Clifton Butterfield, LLC. Roy is part of HDI’s Strategic Advisory Board, composed of industry thought leaders, practitioners and solution providers who help us keep close tabs on the customer insights and support center and...
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
May 4, 2021

When a leader’s work life and home life collided during the pandemic, she realizes that her parental skills and her managerial skills often overlap. Here’s what she learned from the experience after a year leading from the home office.
Tag(s): supportworld, culture
May 3, 2021

New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
April 28, 2021

E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
April 28, 2021

Recently, Michael Hanson has been sharing his wisdom of the best practices to help continual process improvement be successful. In this article, he details SIPOC (+CM), Pareto sheets, decision matrices, and Failure Mode Effects Analysis, giving a good overview of each.
Tag(s): supportworld, culture, continual service improvement
April 26, 2021

As the remote workforce expands exponentially, many workers are doing critical day-to-day work on their mobile phones. This creates a new weak point that can be exploited for cyberattack. Here are some of the biggest threats your business may face.
Tag(s): supportworld, business continuity, cloud computing, internet of things, knowledge management, security management
April 21, 2021

One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Tag(s): supportworld, business continuity, best practice, change management, incident management
April 20, 2021

Do you know your clients’ pain points? Have you walked a mile in their shoes? An analyst suggests that the process of mapping out the customer’s journey can provide critical insight into what can go wrong, and help solve problems before they arise.
Tag(s): supportworld, customer service, customer satisfaction, customer experience
April 19, 2021

The pandemic has called into question traditional thinking on workforce management. Here is a case for why that may be a good thing for both employees and businesses. In short, flexible scheduling may help meet the needs of surging customer demand and fill small shifts at odd hours.
Tag(s): supportworld, business of support, employee satisfaction, employee engagement
April 14, 2021

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