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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

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Managers must do more than be straight shooters and do hard work to gain their team’s...

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In part 2 of this series on continuous improvement through a shift-left focus, here is...

Strategically Implementing a Shift-Left Service Plan
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A discussion of why owning end-to-end service delivery is critical to your career. In...

3 Ways to Overcome WFH Fatigue in Your IT Department
December 2, 2021

More tickets, less human contact is a recipe for burnout. Here are some concrete...

Pay Attention to Customer Journeys Before Automating Support
December 2, 2021

Initiatives to integrate chatbots or voice recognition tools that do not take the...