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...


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

Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
March 28, 2018

Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
March 27, 2018

The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
March 26, 2018

Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Tag(s): supportworld, support center, knowledge management, knowledge-management-systems, KCS, KM
March 21, 2018

Jeff Rumburg explores tickets per user per month and dispels a common misperception that the user population alone will define the number of technicians needed.
Tag(s): supportworld, metrics and measurements, staffing, support center
March 20, 2018