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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

In a turbulent year, the last thing you need is high turnover at your IT service and support desks. Here are some strategies to help employees feel they can do meaningful work. If employed correctly, these ideas likely will lead to a win-win situation for employees and clients.
Tag(s): supportworld, culture, employee satisfaction, employee engagement, multichannel support
February 24, 2021

Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distributed teams in the COVID-disrupted workplace, and curates some tips that can help your workforce pull together and share sustained success in long-haul WFH situations.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
February 23, 2021

We’ve read through many worthy applications from the world of IT service and support organizations, and are pleased to announce who has made it to the second round of competition. Stay tuned to learn who will be crowned the winners at SupportWorld Live.
Tag(s): supportworld, culture
February 22, 2021

An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Tag(s): supportworld, service desk, service management, business value, culture, employee satisfaction, diversity
February 17, 2021

If remote work is going to be a long-haul proposition, we must find new and sustainable ways to ensure our team stays connected and the work is sustainable and fulfilling. Here are three suggestions for how to make that possible.
Tag(s): supportworld, communications skills, community, employee engagement
February 16, 2021

There is no one-size-fits-all approach to ITSM, but there are ways to consider how to build the best ITSM processes for your organization. Here are some suggestions to consider as you build out the processes that will provide your organization with long-term success.
Tag(s): supportworld, service quality, service management, change management, practices
February 15, 2021

A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different types of teams and success factors to consider with your team. See if you need to work on your team building with your IT service and support department.
Tag(s): supportworld, service quality, service desk, service management, best practice, change management, communications skills
February 9, 2021

While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
February 8, 2021

These 9 individuals have been selected to provide advice and perspective on the ever-changing IT service and support industry, based on their deep experience in the field. See who’s on the list, and congratulate your colleagues for being outstanding members of our community.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
February 5, 2021

In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a CX expert shares the concrete steps to take to make sure your team has success in exceeding client and customer experiences.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
February 3, 2021

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