Support Center

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Featured Resource: Special Report

The Technical Support Center of the Future 

Today’s consumers have at their fingertips more tools for communication, collaboration, and creativity than were hardly even imagined just a decade or two ago. But as technology evolves and becomes even more integral to business operations, technical support centers likely will need more diversified skill sets, including staff with nontechnical skills, to meet the needs of their organizations in the future. Learn more...


Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
July 19, 2018

The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
July 18, 2018

Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Tag(s): workforce enablement, workforce enablement, support center, supportworld, training
June 19, 2018

HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
June 12, 2018

Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Tag(s): supportworld, service management, ITSM, support center
June 7, 2018

In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
May 17, 2018

The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
May 16, 2018

Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Tag(s): supportworld, service management, support center, incident management, knowledge management, problem management
April 20, 2018

Improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
Tag(s): supportworld, customer experience, support center
April 5, 2018

Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Tag(s): supportworld, support center, customer experience, metrics and measurements
April 4, 2018