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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

Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
February 27, 2020

The best way to build a conversation is to capture and use real support conversations to program your bot.
Tag(s): supportworld, automation, service management, customer experience
February 26, 2020

Pierre Bernard explores how the knowledge management practice interacts with the other ITSM practices based on ITIL 4.
Tag(s): supportworld, service management, ITIL, knowledge management, practices and processes, ITSM
February 25, 2020

It is important for analysts to adhere to the schedule as closely as possible to ensure that productivity and service-level goals are met.
Tag(s): metrics and measurements, supportworld, service desk, workforce enablement, workforce enablement
February 21, 2020

Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
February 19, 2020

Know your customer, understand what they want, and make sure expectations are clear.
Tag(s): supportworld, customer experience, customer service
February 18, 2020

Understand the source of your procrastination affliction and use these strategies to combat it.
Tag(s): supportworld, workforce enablement, people
February 14, 2020

You can dramatically improve training by identifying where your analysts are on the learning curve and adapting to their needs.
Tag(s): supportworld, workforce enablement, workforce enablement, training
February 13, 2020

Technology is moving forward in unforeseen directions at an amazing pace, leaving senior leaders to wonder when, where, and how to spend their limited budgets.
Tag(s): supportworld, technology, leadership, business value
February 11, 2020

Many organizations are directing young adults who fall on the autism spectrum to careers in technology. Do leaders have the skills to manage them?
Tag(s): supportworld, workforce enablement, people, leadership
February 6, 2020

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