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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

 
Customers want to know how long the line is ahead of them. That way, they can make informed choices about whether to continue to stay on the phone.
Tag(s): supportworld, best practice, IT service management
October 18, 2022

 
We must engage our employees in relationships and communication that enable them to see the vision of the organization and be able to thrive.
Tag(s): supportworld, best practice, coaching
October 12, 2022

 
Keep in mind that any change that creates increased complexity will create increased inefficiency. Always strive for simplicity in change.
Tag(s): supportworld, best practice, change management
October 11, 2022

 
Use information to test all that can go right and all that can go wrong with change, and you will be prepared when there are bumps in the road.
Tag(s): supportworld, best practice, change management
October 11, 2022

 
In this IndustryVoices piece contributed by Freshworks, an argument is made that breaking down the barriers of these two management systems can create a strong synergy.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
To do change right, make sure your organization’s new initiative is aligned with the customer journey, and provide the right resources for your team to succeed.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
There is a real need to look at why your incident and request management process does not prevent weak service experiences.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
In this IndustryVoices blogpost, an argument is made that creating a good employee digital experience means striking the right balance of technology, organizational structure, and culture.
Tag(s): supportworld, best practice, employee satisfaction
September 27, 2022

 
Help us identify who provides the best advice and support in the industry, and we’ll compile a Top 25 list based on your suggestions.
Tag(s): supportworld, business intelligence, professional development
September 27, 2022

 
The new work environment requires a thoughtful reappraisal of how best to support your team and maintain company culture. Here is what to consider.
Tag(s): communications skills, communications technology, supportworld
September 27, 2022