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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

Why Vulnerable Leaders Have More Influence - And Why That Matters
January 6, 2021

Good leaders build strong relationships with those who report to them, and that...

A Deeper Look into Self-Service Metrics
January 5, 2021

There is so much more information that can be gleaned from metrics beyond the raw...

Include Your Team’s Input in Decision Making to Increase Buy-in
January 4, 2021

Too often, new initiatives are derailed because frontline workers have not been...

Metric of the Month: Tickets Prevented
December 30, 2020

The savings service desks see from preventing tickets go beyond direct support costs.

Metric of the Month: Average Speed of Answer
December 29, 2020

Jeff Rumburg tackles one of the most widely tracked metrics in the technical support...