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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

Using customer feedback to improve processes, products, and services is essential to creating greater value for everyone, both customers and employees.
Tag(s): supportworld, customer experience, workforce enablement, support center
September 1, 2020

Jeff Rumburg demonstrates the critical linkage that exists between process maturity and overall performance in IT service and support.
Tag(s): supportworld, metrics and measurements, process, performance management, process-improvement
August 26, 2020

Use a capacity model to determine and predict future staffing needs for your operation that meet the needs of your end users or customers.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, capacity management
August 25, 2020

You need a whole different skill set in place to master and make the most of a matrix management organization.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
August 20, 2020

Follow these three tips to give problem management the importance, priority, and resources needed to deliver business value.
Tag(s): supportworld, service management, problem management, ITSM, business value
August 19, 2020

Rae Ann Bruno shares her views about wowing your customer, the value of training, getting metrics right, and more.
Tag(s): supportworld, customer experience, knowledge management, KCS, metrics and measurements
August 18, 2020

The Service and Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, service desk, technology, metrics and measurements, desktop support, customer experience
August 13, 2020

Data centers have a huge problem, an aging population. Leaders need to find innovative ways to make the field more attractive to a younger workforce.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, leadership
August 12, 2020

It’s no secret that we spend time on a lot of monotonous tasks. Why haven’t we automated everything away?
Tag(s): supportworld, automation, workforce enablement, ITSM, service desk, service management
August 11, 2020

An effective problem management practice can bring improved reliability, higher service quality, and enhanced confidence and trust in the IT organization.
Tag(s): supportworld, service management, problem management
August 6, 2020

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