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

Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Tag(s): supportworld, service management, knowledge management, KM
May 23, 2018

Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Tag(s): supportworld, service management, customer service, customer experience
May 22, 2018

In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
May 17, 2018

The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
May 16, 2018

Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Tag(s): supportworld, service management, ITSM
May 15, 2018

Every company has a culture. The question is, is your company’s culture worth catching?
Tag(s): supportworld, workforce enablement, workforce enablement, team building, teamwork, leadership
May 10, 2018

There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Tag(s): supportworld, KCS, knowledge management, service management
May 9, 2018

Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Tag(s): supportworld, metrics and measurements, desktop support
May 8, 2018

To create a successful knowledge management program, support staff need to understand the purpose.
Tag(s): supportworld, people, knowledge management, workforce enablement, workforce enablement
May 3, 2018

If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Tag(s): supportworld, workforce enablement, workforce enablement, professional development, project management
May 2, 2018

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