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

 
As companies have focused on improving processes and gaining greater efficiencies, one key area that has suffered is the customer experience, which is the sum of every connection an organization has with its internal and external customers across all channels and every touchpoint.
Tag(s): customer experience, customer satisfaction, supportworld

 
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In this webinar, HDI’s senior writer/analyst Roy Atkinson will look at our research and pull out the important changes and trends that will affect the coming year, using data from the HDI 2018 Technical...
Tag(s): supportworld, incident management, webinars

 

More and more students are taking advantage of online college resources,...

Tag(s): remote support tools, webinars, virtual work, virtual support tools, support models, supportworld

 
Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models where revenue is earned by delivering positive customer outcomes. The biggest problem with confronting this...
Tag(s): business of support, supportworld

 
Technical support professionals form the frontline of many businesses, vendors, and IT teams. To remain competitive, they need to be aware of how the sector is evolving and where it’s going ...
Tag(s): workforce enablement, supportworld

 
Tough breaks happen. Bones break, hearts break. Referees make bad calls. Networks go down, stress goes up, less-capable colleagues get the promotion. We may be plagued by problems, but focusing on the unfairness of life induces self-doubt, rationalization, and mediocrity—and despair. We must get...
Tag(s): leadership, supportworld

 

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Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all...

Tag(s): supportworld, incident management, webinars

 

What is gamification—and why you should care? Simply put, gamification uses game mechanics and rewards for non-game applications in order to increase engagement and loyalty. Gamification is an important and powerful new strategy for influencing and motivating people. In this webinar, you’ll...

Tag(s): webinars, motivation, employee engagement, employee satisfaction, supportworld

 

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In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously...

Tag(s): webinars, supportworld, desktop support, research, benchmarking

Tag(s): supportworld, webinars, future of support, people, professional development


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