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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

KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Tag(s): best practice, case study, KCS, knowledge management, support center, supportworld
July 17, 2016

IT organizations spend considerable time, money, and energy on incident management, but what you should be investing your resources in is what customers want: incident resolution.
Tag(s): incident management, service management, supportworld
July 15, 2016

In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Tag(s): hdichat, service quality, quality management, quality assurance, monitoring, supportworld
July 5, 2016

Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Tag(s): case study, outsourcing, service level agreement, service providers, service desk, technical support, supportworld
July 3, 2016

Employee satisfaction and customer satisfaction go hand in hand; raising employee satisfaction winds up raising both. Raising salaries alone won’t do that; it takes more of a focus on learning and opportunities to improve relationships within teams and with management. Interpersonal and...
Tag(s): focus series, people, staffing, workforce enablement, supportworld
July 1, 2016

In our very first #HDIchat, we asked you to share your organization's training practices: What training does your organization provide? What is your organization's top training focus? How have your organization's training efforts made a difference?
Tag(s): hdichat, training, workforce enablement, supportworld
June 28, 2016

As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Tag(s): supportworld, support operations, staffing, IT service management, case study, business value
June 27, 2016

Self-service is an important tactic for successful end-user support. But be aware that Tier 0 does have effects on the traditional metrics support centers use.
Tag(s): metrics and measurements, self-service, support center, support channels, supportworld
June 22, 2016

Providing customers with mobile support and mobile information—in a visually appealing and usable format—helps end users resolve their issues and requests and gets them back to work quickly.
Tag(s): technical support, technology, supportworld, support center, support channels, service desk technology, mobile device support, customer experience, case study
June 21, 2016

First Level Resolution (FLR) is a measure of efficiency and effectiveness that shows how many resolutions you provide without hierarchical escalation.
Tag(s): first call resolution, knowledge management, metrics and measurements, reporting-and-analytics, supportworld, technical support
June 20, 2016