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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

Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Tag(s): communications skills, leadership, people, performance management, technical support, supportworld
August 29, 2016

What does your posture say to your customers? Does it convey active listening, or is it telling them you've checked out?
Tag(s): supportworld, customer satisfaction, communications skills, customer experience, customer service
August 26, 2016

In the quest to lower costs, it common to talk about deflecting phone calls to less expensive tech support channels such as self-service, chat, web forms, and email.
Tag(s): customer experience, customer service, support channels, supportworld, technical support
August 25, 2016

The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Tag(s): automation, business value, communications technology, customer experience, customer service, supportworld
August 24, 2016

By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Tag(s): communications skills, collaboration, people, team building, teamwork, supportworld
August 19, 2016

While many ITSM or ticketing tools do track elapsed time since the ticket was opened, they are not intended to track analyst or technician travel time.
Tag(s): costs, desktop support, remote support tools, supportworld, technical support
August 18, 2016

The C in FCR used to stand for first call resolution. Then along came other channels for technical support.
Tag(s): metrics and measurements, supportworld, first call resolution, multichannel support
August 11, 2016

It's time for another round of Tech Support Confessions! In this week's installment, your peers share their frustrations, accomplishments, affirmations, wry observations, critiques, and secret crushes (no, really!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
August 9, 2016

It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
Tag(s): community, supportworld, people, hdi conference, fusion conference
August 9, 2016

Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Tag(s): customer experience, customer satisfaction, customer service, supportworld, service quality
August 4, 2016