SupportWorld

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

 

Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...

Tag(s): communications skills, best practice, webinars, supportworld

 

Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it...

Tag(s): webinars, supportworld, service catalog

Tag(s): supportworld, webinars, asset management, configuration management

 

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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...

Tag(s): supportworld, webinars, remote support tools

 

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According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing...

Tag(s): supportworld, incident management, webinars

 

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld

 

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Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the...

Tag(s): supportworld, webinars

 

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The terms metrics and measures are often used interchangeably, and while they are related,...

Tag(s): supportworld, webinars

 

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As our industry transforms and matures, last century standards for cross-team communication...

Tag(s): supportworld, incident management, webinars

 

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Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the...

Tag(s): supportworld, incident management, webinars


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