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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

Knowledge management is about more than process improvement. The real value comes from a better understanding of our customers, employees, and our services.
Tag(s): supportworld, knowledge management, ITSM, service management
August 5, 2020

Jason Wischer shares leadership ideas to help you connect with people to drive engagement and collaboration in a service and support organization.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, service desk, support center
August 4, 2020

When things get tough, actively practicing empathy and seeing the world through our customers' eyes can improve service and support for both analysts and customers.
Tag(s): supportworld, workforce enablement, customer service, customer experience
July 30, 2020

For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Tag(s): supportworld, service management, service desk, support center, business value, business alignment, agile, ITIL
July 29, 2020

Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Tag(s): supportworld, metrics and measurements, service desk, customer satisfaction
July 28, 2020

If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Tag(s): supportworld, customer experience, metrics and measurements
July 23, 2020

Root cause analysis can play an important role in continuous improvement and general IT operations, especially if you are concerned about customer experience.
Tag(s): supportworld, service management, ITIL, root cause analysis
July 22, 2020

Consider these insights from business leaders and CIOs as we turn the corner toward the “new normal.”
Tag(s): supportworld, technical support, service management, business of support, leadership, workforce enablement
July 21, 2020

We need great leadership to make any organization not only float but also be successful. But great leaders also need to understand the importance of participation.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
July 16, 2020

If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Tag(s): supportworld, customer experience, customer service, service management, support center, service desk
July 15, 2020

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