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SupportWorld

Get the latest technical support and service management insights online, in-person, and in your inbox.

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

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What to Do and What to Avoid for Your Knowledge Management Program
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated 102 Days, 22 Hours, 31 Minutes ago
 
Surveying Your Customers - Don’t Make These 7 Mistakes
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 117 Days, 29 Minutes ago
 
Surveying Your Customers - Don’t Make These 7 Mistakes
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 116 Days, 18 Hours, 22 Minutes ago
 
Five Important Skills Service Desk Managers Should Develop
Great managers practice great management skills. Here are a few suggestions for what to work on when you step into a managerial role.
Tag(s): supportworld, support models, best practice
Date Published May 24, 2023 - Last Updated 102 Days, 22 Hours, 31 Minutes ago
 
“Do what you’re afraid to do.”
We ask a few questions of Esther Pham, Director, Enterprise Service Desk at WBM, and a member of the HDI Strategic Advisory Board. She says it’s important to embrace challenges.
Tag(s): supportworld, support models, best practice
Date Published May 23, 2023 - Last Updated 102 Days, 22 Hours, 31 Minutes ago
 
Achieving Great Experience for Less
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Tag(s): supportworld, support models, technology
Date Published May 17, 2023 - Last Updated 102 Days, 22 Hours, 31 Minutes ago
 
“The Work You Do Everyday Matters.”
A Q&A with Bruce Randall of ServiceNow, who is a valuable member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 117 Days, 42 Minutes ago
 
Lessons Learned from IT Disasters
We asked thought leaders in the IT service and support industries for their takeaways when the microchips hit the fan.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 102 Days, 22 Hours, 31 Minutes ago
 
Leading Through Effective Communication
Here are some steps to ensure your message to your team is getting through all the noise.
Tag(s): supportworld, coaching, leadership
Date Published May 9, 2023 - Last Updated 102 Days, 22 Hours, 31 Minutes ago
 
Five Important Things to Know About Vishing
A Q&A with Brian McDonald, a security officer with Mutare, a telecommunications company, on the latest cybersecurity threat.
Tag(s): supportworld, technology, security management
Date Published May 9, 2023 - Last Updated 102 Days, 22 Hours, 31 Minutes ago
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