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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

 

Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...

Tag(s): webinars, workforce enablement, supportworld, remote support tools, people
Date Published - Last Updated 7 Years, 198 Days, 43 Minutes ago

 

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Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 6 Years, 186 Days, 5 Hours, 34 Minutes ago

 

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What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization,...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 6 Years, 226 Days, 2 Hours, 59 Minutes ago

 

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Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!

If you’re new to...

Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
Date Published - Last Updated 6 Years, 333 Days, 6 Hours, 30 Minutes ago

 

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As our industry transforms and matures, last century standards for cross-team communication...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 6 Years, 141 Days, 5 Hours, 41 Minutes ago

 

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
Date Published - Last Updated 7 Years, 10 Days, 3 Hours, 7 Minutes ago

 

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According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 6 Years, 207 Days, 5 Hours, 27 Minutes ago

 

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The terms metrics and measures are often used interchangeably, and while they are related,...

Tag(s): supportworld, webinars
Date Published - Last Updated 6 Years, 261 Days, 3 Hours, 7 Minutes ago

 

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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...

Tag(s): supportworld, webinars, remote support tools
Date Published - Last Updated 7 Years, 95 Days, 2 Hours, 37 Minutes ago

 
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Tag(s): hdichat, supportworld, support channels
Date Published - Last Updated 7 Years, 77 Days, 23 Hours, 42 Minutes ago