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

There’s a story somewhere in your data. You just need to learn how to tell it.
Tag(s): supportworld, metrics and measurements, support center
March 12, 2019

Roy Atkinson and Phyllis Drucker discuss, innovation, self-service portals, enterprise service management, and much more.
Tag(s): supportworld, service management, security management, ITSM, IT service management
March 8, 2019

IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
March 6, 2019

How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Tag(s): supportworld, ITIL, ITSM, service management, cloud, change management
February 27, 2019

Diversity and inclusion are part of smarter service and better business practices that we can all embrace.
Tag(s): supportworld, workforce enablement, workforce enablement, training, support center, leadership
February 26, 2019

Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains.
Tag(s): supportworld, metrics and measurements, staffing, support center
February 20, 2019

HDI community members want to know whether to classify service performance issues as incidents or requests. Paul Dooley has the answer.
Tag(s): supportworld, service desk, service management, incident management, performance management
February 19, 2019

Team members need to be able to trust that others on their team will do what they need to do to meet the team objectives.
Tag(s): supportworld, workforce enablement, leadership, people
February 14, 2019

Customer experience is the result of everything that happened during the caller’s engagement with IT.
Tag(s): supportworld, customer service, customer experience, support center
February 13, 2019

Stephen Mann discusses why implementing new technologies is difficult, what to look for in tools capable of Enterprise Service Management, and much more.
Tag(s): supportworld, podcast, service management, ITSM, technology
February 12, 2019

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