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

Studies confirm that gratitude—both given and received—has a positive effect on productivity.
Tag(s): supportworld, workforce enablement, workforce enablement
April 23, 2018

Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Tag(s): supportworld, service management, support center, incident management, knowledge management, problem management
April 20, 2018

Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Tag(s): supportworld, technology, metrics and measurements, service management
April 19, 2018

Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Tag(s): supportworld, training, certification, technical support, workforce enablement, workforce enablement
April 18, 2018

There is no single metric that can represent the health of your knowledge management initiative. You will need to monitor and trend multiple metrics.
Tag(s): supportworld, metrics and measurements, KCS, knowledge management
April 12, 2018

Net promoter score gives you a clear measure of your support organization’s performance from the customer’s perspective.
Tag(s): supportworld, metrics and measurements, customer experience, customer satisfaction
April 11, 2018

The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Tag(s): supportworld, service management, security management, costs, asset management
April 10, 2018

Improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
Tag(s): supportworld, customer experience, support center
April 5, 2018

Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Tag(s): supportworld, support center, customer experience, metrics and measurements
April 4, 2018

A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Tag(s): supportworld, service management, quality management, workforce enablement, workforce enablement, ITIL
April 3, 2018

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