SupportWorld

More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as...

Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...

Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy...

We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.

Whether we're talking about internal...

More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total...

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 Support Practices & Salary Reports. The discussion will...

As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...

Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right. Join industry leader Phyllis Drucker to learn about the benefits you can realize...

Recent HDI surveys show that close to a quarter of organizations that have purchased a service management solution are in the process of replacing existing systems. The replacements are intended improve user/customer experience, support changes to service delivery models and...