Browse all support center content below.

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...

 

 
Customer experience is the result of everything that happened during the caller’s engagement with IT.
Tag(s): supportworld, customer service, customer experience, support center
February 13, 2019

 
HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
February 11, 2019

 
HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
February 8, 2019

 
Learn how one service desk used a cyber literacy campaign to drive down the number of compromised accounts in their organization.
Tag(s): supportworld, security management, desktop support, support center
February 6, 2019

 
With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Tag(s): supportworld, metrics and measurements, service desk, business of support, business value
February 5, 2019

 
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support
January 25, 2019

 
The typical channel mix for service desks is evolving, potentially reducing costs for your organization.
Tag(s): supportworld, metrics and measurements, support channels, support center
January 24, 2019

 
Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
Tag(s): supportworld, support center, service management, training, workforce enablement, community, podcast
January 23, 2019

 
To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
January 14, 2019

 
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
January 4, 2019