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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

 
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
December 18, 2020

 
Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Tag(s): supportworld, service management, change management, business value, agile, devops, ITIL
December 17, 2020

 
The Change Advisory Board inadvertently can create a crutch that gets in the way of members of an organization taking accountability for proposed initiatives. Here are the reasons why that might be, and what to do to combat those fears.
Tag(s): supportworld, problem management, change management
December 16, 2020

 
Inclusion is not just a box to be checked off for a public relations advantage. A diverse and inclusive workforce offers advantages to the bottom line for a business. Learn how to enlist frontline workers for the best results with any inclusion initiative.
Tag(s): supportworld, communications skills, customer service, ethics, people, best practice, collaboration
December 16, 2020

 
IT service and support is all about working with technology, but sometimes teams may resist automation to their processes. Here is an argument for how ITSM automation might benefit a team by streamlining processes and increasing chances for customer feedback.
Tag(s): supportworld, service desk, automation, ITIL, ITSM
December 9, 2020

 
At a time when so much is unknown, it is more vital than ever to strengthen the leadership skills that can help you steer your team through murky waters. Here are three concepts of leadership to consider as you retool for 2021.
Tag(s): supportworld, best practice, quality management, professional development, project management, relationship, communications skills
December 8, 2020

 
An overview of how to construct training that meets your company’s specific needs and budget, with tips on how to get approval for the program, how to work within a tight budget, and what alternatives to consider to the traditional outside trainer.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
December 7, 2020

 
The only way for managers to help their team stay engaged is to stay engaged themselves. Here are some suggestions for ways to keep the batteries recharged in the face of so many demands on your time as a team leader.
Tag(s): supportworld, best practice, culture, employee engagement, performance management, process management, professional development, project management
December 2, 2020

 
While AI bias is a real issue, so is racism against an organization’s frontline workers. AI also can be utilized as a tool to combat racism and abuse, and to help us identify when to support team members when a racist incident occurs.
Tag(s): supportworld, service quality, business intelligence, change management, communications skills, customer service, ethics, incident management, people, problem management
December 1, 2020

 
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 30, 2020


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