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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

A cautionary tale of what happens when leadership forgets to plan for how new technology might fit into an operational plan.
Tag(s): supportworld, performance management, technical support as a business
June 21, 2022

How to Manage Your Team’s Performance in a Hybrid Workplace
Tag(s): supportworld, employee engagement, people
June 21, 2022

IT service providers must use templates to keep up with communication, but that doesn’t mean the interaction has to sound wooden. Here’s how to breathe life in these interactions.
Tag(s): supportworld, best practice, customer experience
June 20, 2022

It’s a job-seeker’s market right now, and that means that organizations have to be intentional in how they create an engaging work environment and how they seek out the best candidates.
Tag(s): supportworld, culture, employee engagement
June 15, 2022

Federal officials are attempting different methods to incentivize companies and organizations to disclose cyber-intrusions.
Tag(s): supportworld, best practice, reporting
June 14, 2022

A strong IoT management strategy includes having the right skills and training in-house to leverage existing capabilities and services with the technology required for managing those assets.
Tag(s): supportworld, best practice, reporting
June 13, 2022

Remote work can be lonely. Here are some practical steps to take to ensure that everyone feels connected on your team.
Tag(s): supportworld, process, remote support tools
June 7, 2022

Too often, organizations are hiring with pre-pandemic processes. It’s time to examine whether you are hiring applicants or candidates.
Tag(s): supportworld, community, best practice
June 7, 2022

It’s bad when an employee falls for a phishing email; it’s worse if they hide it. Here’s how to help your organization's employees feel like partners in cybersecurity.
Tag(s): supportworld, communications skills, customer service
June 6, 2022

The priorities of other departments may not always align with IT’s big picture, but keeping stakeholders happy is worth the effort.
Tag(s): supportworld, communications skills, customer service
May 31, 2022