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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

Which system of support works best for your organization may depend on the size of your organization and the type of support calls you receive.
Tag(s): best practice, supportworld, support models
March 23, 2022

With an influx of new hires, it’s essential to find ways to flatten the learning curve. Tightening up your knowledge management can help.
Tag(s): best practice, supportworld, knowledge management
March 22, 2022

IT service and support teams are working to create a more customized experience for end users. Here is how to do it.
Tag(s): best practice, supportworld, self-service
March 21, 2022

Communication skills training is just as important as process and procedures for support center analysts.
Tag(s): supportworld, training, customer service, customer experience
March 18, 2022

A December outage that affected mission-critical applications raises questions about the risks of overreliance on a handful of cloud providers.
Tag(s): supportworld, cloud, cloud computing
March 17, 2022

A look at how the Service Level Agreement alone falls short, and how a dynamic agreement that focuses on experience can augment your relationship with your client.
Tag(s): best practice, supportworld, service level agreement
March 16, 2022

IT self service holds a lot of promise, but only if it meets the needs of your end user. Here are some tips for how to make that happen.
Tag(s): best practice, supportworld, self-service
March 15, 2022

Continuous improvement may seem like an overwhelming goal at first, but here are some concrete steps you can take to implement this process.
Tag(s): best practice, supportworld, continual service improvement
March 14, 2022

A former magician takes you behind the curtain of the simple steps to help your IT service and support organization get better.
Tag(s): best practice, supportworld, business intelligence
March 10, 2022

Manual tools to track service requests may seem like an affordable option for your service desk, but it’s good to look at all the organizational costs.
Tag(s): best practice, supportworld, business intelligence
March 10, 2022