Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs. Here you’ll find information on:

  • Strategy and best practices
  • Service management
  • Technology
  • Workforce enablement
  • Processes and practices

Beyond the archives of valuable content, new articles are released every week.


The Latest from SupportWorld

 
Deborah Monroe shares insights on how to become more strategic and less reactive in interpersonal interactions.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, customer experience, customer satisfaction, people
January 31, 2019

 
Roy Atkinson and Pete McGarahan discuss the shift-left strategy, knowledge management, data management, communicating value, and much more.
Tag(s): supportworld, service management, ITSM, knowledge management, automation, metrics and measurements
January 30, 2019

 
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support
January 25, 2019

 
The typical channel mix for service desks is evolving, potentially reducing costs for your organization.
Tag(s): supportworld, metrics and measurements, support channels, support center
January 24, 2019

 
Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
Tag(s): supportworld, support center, service management, training, workforce enablement, community, podcast
January 23, 2019

 
Hording of institutional knowledge can create a single point of failure when people leave the service desk.
Tag(s): supportworld, service management, workforce enablement, workforce enablement, knowledge management, KCS, incident management, problem management, root cause analysis
January 17, 2019

 
If you want to build a great team, start with one person at a time.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
January 16, 2019

 
Roy illustrates why ratios don’t work for determining staffing levels.
Tag(s): supportworld, staffing, metrics and measurements, research, community
January 15, 2019

 
To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
January 14, 2019

 
With advancements in service desk tools, why are so many service desks operating the same way they did 20 years ago?
Tag(s): supportworld, service management, technology, ITSM, IT service management
January 9, 2019


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