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The Latest from SupportWorld

Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths

Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Date Published June 22, 2017 - Last Updated December 6, 2017

A Support Center Transformation to Shift Left

Learn how one support center made the journey to shift left.
Date Published June 21, 2017 - Last Updated December 6, 2017

Lessons in Leadership: Reflections from Jeff Rumburg

Jeff Rumburg was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community.
Date Published June 20, 2017 - Last Updated December 6, 2017

The Mission of Tech Support Has Changed: We Have to Do Better

According to HDI research, support ticket volume including both incidents and service requests has gone up year after year. But why are things breaking so much?
Date Published June 15, 2017 - Last Updated April 19, 2019

Synchronize Your Team

A synchronized team consists of different behavior types or dimensions. Learn the four core dimensions that balance a team to ensure success.
Date Published June 14, 2017 - Last Updated December 6, 2017

Lessons in Leadership: Reflections from Jeremy Watkin

Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Date Published June 13, 2017 - Last Updated December 6, 2017

Service Management Is Like Mowing Your Lawn

Service management needs continuous care and feeding. Following frameworks and best practices can help.
Date Published June 8, 2017 - Last Updated December 6, 2017

Metric of the Month: Customer Satisfaction

Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Date Published June 7, 2017 - Last Updated December 6, 2017

Lessons in Leadership: Reflections from John Custy

John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Date Published June 6, 2017 - Last Updated December 6, 2017

5 Ways to Measure Customer Satisfaction

To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Date Published June 1, 2017 - Last Updated December 6, 2017