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

 
Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Tag(s): supportworld, metrics and measurements, desktop support
February 15, 2018

 
The top challenges you face at work are not technical or financial; they are emotional and relational.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, people
February 14, 2018

 
Vicki Rogers shares her strategies for building a team that works together to meet SLAs and improve customer satisfaction.
Tag(s): supportworld, support center, leadership, workforce enablement, workforce enablement, team building, teamwork
February 13, 2018

 
With a simple framework and two easy-to-employ techniques, you will be in a position to gain everyone’s best contributions toward a set of agreed-upon goals.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
February 8, 2018

 
Discover two powerful approaches to workforce management that make a profound difference for customers and employees.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
February 7, 2018

 
Step outside your comfort zone of stock reporting to ask and answer unique questions of your ITSM data. It will likely pay off huge dividends.
Tag(s): supportworld, metrics and measurements, ITSM, KPI
February 6, 2018

 
Cohesive teams require five specific interpersonal behaviors, and these traits can be encouraged and developed by leadership.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
February 2, 2018

 
Workforce managers often fall into the trap of documenting and managing the skills needed for today’s operational needs, not projecting the skills needed for innovation.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, ITSM, support center
February 1, 2018

 
Develop a strategic framework to show senior leaders how your initiative helps the organization achieve its mission, vision, and goals.
Tag(s): supportworld, service management, framework, framework and methodologies, business value, business alignment
January 30, 2018

 
If end users are the primary security concern, the solution is to integrate the service desk with cybersecurity efforts.
Tag(s): supportworld, security management, technology, service management, support center
January 26, 2018


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