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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

Single Point of Contact: David Moskowitz
June 25, 2020

Roy Atkinson interviewed David Moskowitz for his thoughts on the definition of systems...

Metric of the Month: Ticket Quality
June 23, 2020

Poor ticket quality, which can increase the mean time to resolve and negatively impact...

Business Process Visualization for Service Management
June 18, 2020

The most effective method of creating or analyzing a business process is to visually...

How Your Relationships Affect Customer Experience
June 17, 2020

Now is the time to nurture your connections with your professional network, your...

The Next Generation of Staffing: Challenges of Racial Bias in the Workplace
June 16, 2020

Racial bias is an invisible problem that is prevalent in most organizations. But the...