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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

Metric of the Month: How Process Drives Performance
August 26, 2020

Jeff Rumburg demonstrates the critical linkage that exists between process maturity...

The Capacity Model: Go Beyond the Daily Schedule
August 25, 2020

Use a capacity model to determine and predict future staffing needs for your operation...

Mastering the Matrix Organization
August 20, 2020

You need a whole different skill set in place to master and make the most of a matrix...

3 Tips for Reviving Problem Management
August 19, 2020

Follow these three tips to give problem management the importance, priority, and...

Single Point of Contact: Rae Ann Bruno
August 18, 2020

Rae Ann Bruno shares her views about wowing your customer, the value of training,...