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.
Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.
Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.
The Latest from SupportWorld
Register now!
Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Tag(s): supportworld, webinars, remote support tools
Date Published - Last Updated November 28, 2016
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Tag(s): hdichat, supportworld, support channels
Date Published - Last Updated December 15, 2016
The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, supportworld
Date Published - Last Updated February 26, 2016
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld
Date Published - Last Updated February 26, 2016
Cost pressures, plus ever-increasing demands for your services...do you feel caught between a rock and a hard place, and set up to fail? The good news is, there’s an answer, and it’s not ...
Tag(s): costs, supportworld
Date Published - Last Updated February 26, 2016
As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Tag(s): future of support, supportworld
Date Published - Last Updated February 26, 2016
In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Tag(s): service management, supportworld
Date Published - Last Updated February 26, 2016
In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Tag(s): workforce enablement, incentives, supportworld
Date Published - Last Updated February 26, 2016
We live in a world where database and analytical technologies are maturing at an amazing pace. Capabilities that were once the sole province of extremely large companies and governments are trickling down to our own companies and even ...
Tag(s): technology, supportworld
Date Published - Last Updated February 26, 2016
It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Tag(s): technology, future of support, SaaS, software as a service - SaaS, supportworld
Date Published - Last Updated February 26, 2016