SupportWorld | HDI

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

 
The ITIL 4 framework enables organizations of all types and sizes to meet the challenges of the new digital age.
Tag(s): supportworld, service management, ITIL, framework and methodologies
April 30, 2019

 
Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Tag(s): supportworld, support center, self-service, automation, technology
April 25, 2019

 
How you communicate a service outage is important to your customers and for your peace of mind.
Tag(s): supportworld, customer experience, service management
April 24, 2019

 
What is your worst service desk nightmare? Knowledge base adoption? Employee engagement? Call spikes? Lack of adherence to standard operating processes and procedures?
Tag(s): supportworld, service management, knowledge management, practices and processes, workforce enablement, workforce enablement
April 19, 2019

 
Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Tag(s): supportworld, metrics and measurements, customer satisfaction, customer experience
April 16, 2019

 
Routinely identifying and challenging your assumptions can be a powerful tool in customer experience.
Tag(s): supportworld, customer experience, customer service, customer satisfaction
April 11, 2019

 
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
April 10, 2019

 
Having complementary skill sets on your service desk team is critical for effective problem solving and decision-making.
Tag(s): supportworld, workforce enablement, workforce enablement, teamwork, team building, service desk, support center
April 9, 2019

 
Employ these 10 tips on automation and reporting for service desk success.
Tag(s): supportworld, metrics and measurements, automation, reporting, reporting-and-analytics
April 4, 2019

 
No matter how good your processes and technology, without a steady people strategy, you will not be able to achieve a great service culture.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, employee engagement
April 3, 2019


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