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

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

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

 
Tag(s): supportworld, incident management, webinars

 
In this webinar, Joe Ardizzone will present on the ins and outs of—and particularly the best practices associated with—alerts and monitoring. Both practices are typically associated with critical events and major incidents, but what are the possible applications of alerts and monitoring...
Tag(s): monitoring, webinars, 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

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


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