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

Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
June 20, 2018

Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Tag(s): workforce enablement, workforce enablement, support center, supportworld, training
June 19, 2018

For successful knowledge management, create a culture of knowledge sharing by demonstrating ROI to the business, sharing strategies across departments, and measuring results.
Tag(s): supportworld, knowledge management, KCS, service management, ITSM
June 13, 2018

HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
June 12, 2018

Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Tag(s): supportworld, service management, ITSM, support center
June 7, 2018

Leverage techniques borrowed from tactical military operations to reduce knowledge hoarding and increase knowledge sharing.
Tag(s): supportworld, knowledge management, KCS, service management, workforce enablement, workforce enablement
June 6, 2018

Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, technical support
June 5, 2018

Develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.
Tag(s): supportworld, service management, knowledge management, KCS
May 31, 2018

Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Tag(s): supportworld, service management, ITSM, automation
May 30, 2018

Follow these steps to map the incident management process and drive real organizational change that sticks.
Tag(s): supportworld, service management, incident management, ITSM
May 24, 2018

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