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

Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
November 19, 2019

Roy Atkinson talks with Julie Mohr about disruption, building a chatbot, and the need for knowledge management.
Tag(s): supportworld, service management, knowledge management, technology, customer experience
November 14, 2019

Make your self-service portal something customers actually want to use.
Tag(s): supportworld, support center, customer service, customer experience, self-service
November 13, 2019

The key to support in this era of digital transformation is being able to help customers wherever they are, on any device and from any location.
Tag(s): supportworld, service desk, support center, customer experience, customer service
November 6, 2019

There is no one right way to create a categorization scheme, but there are ways to make the process work for your organization.
Tag(s): supportworld, service management, incident management, process
November 5, 2019

How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
October 30, 2019

Strategic thinking helps leaders to turn good teams into high-performing teams by fostering belief in a common purpose.
Tag(s): supportworld, leadership, workforce enablement, workforce enablement, team building
October 29, 2019

The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
October 28, 2019

Use student workers to augment your tech support staff and better serve your customers.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service desk, customer experience, customer service
October 23, 2019

With the right strategy, asset management, governance, and IT security can complement and support each other.
Tag(s): supportworld, service management, asset management, security management, governance
October 22, 2019

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