SupportWorld

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

 
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
September 19, 2018

 
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
September 18, 2018

 
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Tag(s): supportworld, workforce enablement, workforce enablement, customer experience
September 13, 2018

 
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Tag(s): automation, supportworld, support center
September 12, 2018

 
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Tag(s): supportworld, ITSM, devops, service management
September 11, 2018

 
HDI members share tips and techniques for service desk staffing during peaks in demand.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, FAQ
September 6, 2018

 
Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Tag(s): supportworld, support center, service desk, quality assurance
September 5, 2018

 
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
September 4, 2018

 
An effective categorization scheme can reduce costs and improve performance and customer satisfaction.
Tag(s): supportworld, service management, ITIL, ITSM
August 31, 2018

 
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
August 29, 2018


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