SupportWorld | HDI

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

No matter how good your processes and technology, without a steady people strategy, you will not be able to achieve a great service culture.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, employee engagement
April 3, 2019

An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Tag(s): supportworld, support center, metrics and measurements, first call resolution
April 2, 2019

The generational gap can lead to frustration and conflict within the workplace, but if done right, can lead to stronger teams and better service to our customers.
Tag(s): supportworld, workforce enablement, workforce enablement, people, leadership
March 28, 2019

Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Tag(s): service management, supportworld, ITSM, ITIL
March 27, 2019

Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Tag(s): supportworld, service desk, metrics and measurements
March 26, 2019

Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
Tag(s): supportworld, service management, ITSM, podcast
March 21, 2019

Enterprise service management enables organizations to utilize a single operating model for all providers that offer goods and services internally.
Tag(s): supportworld, service management, service desk, ITSM, human resources
March 20, 2019

How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
March 19, 2019

Alma Miller illustrates why bad leaders are so hard to help and how to prevent this from becoming a roadblock.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
March 14, 2019

One-on-one meetings are meant for any employee that works for you, from the struggling employee to even the rock star.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, people
March 13, 2019

Looking for Specific Topics? Try These: