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The Latest from SupportWorld

Lean Service Management at John Deere

Learn what John Deere did to engineer a lean service management structure and quality improvement roadmap designed to make the organization easier to do business with.
Date Published September 8, 2016 - Last Updated December 15, 2016

What Happened to Bimodal IT?

The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Date Published September 7, 2016 - Last Updated December 15, 2016

Focus on Self-Service: Level 0

As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Date Published August 31, 2016 - Last Updated December 15, 2016

Workforce Enablement: Get Engaged and Go with the Flow

Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Date Published August 31, 2016 - Last Updated December 15, 2016

#HDIchat Recap: Which Learning Events Do You Attend and Why?

In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
Date Published August 30, 2016 - Last Updated December 15, 2016

#HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?

In last week's #HDIchat, participants considered whether they've been operating their service desks with the customer experience in mind.
Date Published August 30, 2016 - Last Updated December 15, 2016

Redefining Confrontation: It Can Be a Good Thing!

Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Date Published August 29, 2016 - Last Updated December 15, 2016

Customer Experience: Banish the Words “Call Deflection”

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.
Date Published August 25, 2016 - Last Updated December 15, 2016

Interactive Voice Response Systems and Other Inhuman Monsters

The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Date Published August 24, 2016 - Last Updated February 1, 2017

Who Told You That?: 4 Ways to Improve Coordination Between Teams

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.
Date Published August 19, 2016 - Last Updated December 15, 2016