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

 
David Cannon takes a practical look at changes organizations need to make to create strategies that are relevant and achievable.
Tag(s): service management, ITSM, ITIL, supportworld
June 19, 2019

 
Learn how Infinite Campus's support team set aside the traditional hierarchical org chart and embraced self-management and autonomous leadership.
Tag(s): supportworld, workforce enablement, workforce enablement, people, leadership, support center, team building
June 18, 2019

 
Learn to recognize when you’re overloaded, and take steps to take better care of yourself.
Tag(s): supportworld, workforce enablement, people
June 13, 2019

 
Beware of comments and assumptions that can lead to service delivery that is simply adequate rather than exceptional.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, customer experience, customer service
June 11, 2019

 
Faced with a 40% turnover on the service desk, this manager tried a different approach to interviewing analyst and technician candidates, with great success.
Tag(s): supportworld, workforce enablement, workforce enablement, desktop support, support center
June 6, 2019

 
As service and support leaders, it’s our job to enable and foster the environment, create the process, and engage our teams throughout the learning experience.
Tag(s): supportworld, training, workforce enablement, workforce enablement, leadership
June 5, 2019

 

HDI conducts extensive research throughout the year. In this webinar, we will review our...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
June 3, 2019

 

Transformative training contains key components that are critical the learning process, and...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
June 3, 2019

 
The most successful teams embrace healthy conflict around ideas.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, teamwork, leadership
May 30, 2019

 
This month, Jeff Rumburg looks at two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
May 29, 2019


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