SupportWorld

Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs. Here you’ll find information on:

  • Strategy and best practices
  • Service management
  • Technology
  • Workforce enablement
  • Processes and practices

Beyond the archives of valuable content, new articles are released every week.


The Latest from SupportWorld

 
Many organizations see a significant drop in morale for employees in their second year of service.
Tag(s): supportworld, workforce enablement, workforce enablement, service desk, people, leadership
December 13, 2018

 
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
December 12, 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.
Tag(s): supportworld, service management, framework and methodologies, ITIL, ITSM, training
December 11, 2018

 
Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Tag(s): supportworld, service management, SLA, FAQ
December 6, 2018

 
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.
Tag(s): supportworld, technology, technical support, automation
December 4, 2018

 
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Tag(s): supportworld, technical support, workforce enablement, service management, support center, customer experience, desktop support, technology, metrics and measurements
November 30, 2018

 
You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Tag(s): supportworld, service management, automation, tools, technical support, service desk technology
November 29, 2018

 
For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Tag(s): supportworld, metrics and measurements, service management, self-service
November 28, 2018

 
Roy Atkinson talks with Gregg Gregory to discuss teams, teambuilding, and leadership.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
November 27, 2018

 
Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Tag(s): supportworld, service management, change management, ITSM
November 20, 2018


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