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

 
Consider this advice to be a successful IT service management consultant.
Tag(s): supportworld, service management, ITSM, IT service management
June 29, 2017

 
Making learning challenging is a best practice and a research-proven technique for helping training work.
Tag(s): supportworld, training, workforce enablement, workforce enablement
June 28, 2017

 
It’s summertime in the northern hemisphere, and many people are taking vacation. That includes people who work in support centers, where staffing levels can be critical.
Tag(s): supportworld, support center, automation, staffing
June 28, 2017

 
Matt Hooper was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Matt to be involved in the community.
Tag(s): supportworld, leadership, ITSM, service management, technology
June 27, 2017

 
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Tag(s): supportworld, support center, support operations, value-add, business value, costs, tools
June 22, 2017

 
Learn how one support center made the journey to shift left.
Tag(s): self-service, supportworld, service management, support center, ITSM, workforce enablement
June 21, 2017

 
Jeff Rumburg was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community.
Tag(s): supportworld, metrics and measurements, leadership, benchmarking, KPI, service management
June 20, 2017

 
According to HDI research, support ticket volume including both incidents and service requests has gone up year after year. But why are things breaking so much?
Tag(s): supportworld, problem management, incident management, service management
June 15, 2017

 
A synchronized team consists of different behavior types or dimensions. Learn the four core dimensions that balance a team to ensure success.
Tag(s): supportworld, workforce enablement, leadership, teamwork, team building
June 14, 2017

 
Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Tag(s): supportworld, leadership, customer service, customer experience, technology
June 13, 2017


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