Join us for SupportWorld Live

SupportWorld Live is a premier conference and expo that advances the IT support and service management industry through 80+ expert-led sessions on our industry’s most mission-critical topics.

Get the latest technical support and service management insights online, in-person, and in your inbox.

Beyond the archives of valuable content, new articles are released every week.
Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.


The Latest from SupportWorld

What Works in Training: Retrieval Practice

Retrieval practice ensures information learned in training is used appropriately on the job.
Date Published May 31, 2017 - Last Updated December 6, 2017

Lessons in Leadership: Reflections from Aprill Allen

Aprill Allen was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Aprill to be involved in the community.
Date Published May 30, 2017 - Last Updated December 6, 2017

Redefining Confrontation: How Confrontation Can Be a Good Thing

Confrontation is a good thing, and it is one of the most important skills you need as a leader.
Date Published May 25, 2017 - Last Updated December 6, 2017

Lessons in Leadership: Reflections from Stuart Rance

Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stuart to be involved in the community.
Date Published May 24, 2017 - Last Updated December 6, 2017

#HDIchat Recap: What Is Your Organization Investing In?

In order to improve, technical support organizations need to decide what to invest in, and when.
Date Published May 23, 2017 - Last Updated December 6, 2017

The Word Is Optimism

The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Date Published May 23, 2017 - Last Updated December 6, 2017

FAQs: Metrics, Measures, and KPIs

Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between a KPI and a metric.
Date Published May 18, 2017 - Last Updated December 6, 2017

IT Is All About Communication

It should not take a crisis to generate a meeting between support center and desktop support managers to keep the relationship between the two groups on track.

Date Published May 17, 2017 - Last Updated December 6, 2017

Lessons in Leadership: Reflections from Karen Ferris

Karen Ferris was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Date Published May 16, 2017 - Last Updated December 6, 2017

Lessons in Leadership: Reflections from Jeff Toister

As one of HDI’s Top 25 Thought Leaders, customer service expert Jeff Toister shares what motivates him to be involved in the community.
Date Published May 11, 2017 - Last Updated December 6, 2017