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The Latest from SupportWorld

Optimize People, Process, and Technology: Using Contractors to Handle Rollouts

Because rollouts require concentrated effort to complete work within a specified time, bringing in contractors to assist desktop support can be beneficial.
Date Published October 19, 2016 - Last Updated April 19, 2019

#HDIchat Recap: Skills-Based Routing or Intelligent Swarming?

In last week's #HDIchat, participants discussed the merits and applications of skills-based routing and intelligent swarming.
Date Published October 18, 2016 - Last Updated December 15, 2016

Escalation Process: Avoid Sending Customer Service Over the Cliff!

The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Date Published October 18, 2016 - Last Updated April 19, 2019

The Benefits of Standard Operating Procedures for Tech Support

SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Date Published October 13, 2016 - Last Updated August 15, 2018

How Valuable Is the Transactional Survey?

Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Date Published October 12, 2016 - Last Updated December 15, 2016

#HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?

In last week's #HDIchat, participants discussed the ways in which their organizations keep raising the bar for customer service.
Date Published October 11, 2016 - Last Updated December 15, 2016

#HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?

In last week's #HDIchat, participants discussed their current ITSM/ticket management tools and plans for replacement.
Date Published October 4, 2016 - Last Updated December 15, 2016

Celebrate Customer Service Week with HDI and ICMI

Customer Service Week is all about you, and we want to help you celebrate! Here’s a day-by-day breakdown so you can plan your week.
Date Published October 4, 2016 - Last Updated December 15, 2016

The Employee and Customer Satisfaction Effect

Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Date Published October 2, 2016 - Last Updated December 15, 2016

Focus on Customer Experience: Combining People and Technology to Deliver for Customers

Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Date Published September 30, 2016 - Last Updated April 19, 2019