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Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Here you’ll find information on:

  • Strategy and best practices
  • Processes and procedures
  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
  • Technical support
  • Metrics and measurements

Beyond the archives of valuable content, new articles are released every week.

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The Latest from SupportWorld

 

 

We all want an engaged support organization, yet success has eluded us. According to a 2017 Gallup report, employee engagement is stuck in a rut. This interactive webinar will show you five practical ways you can quickly boost staff engagement, starting today.

Customer...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 2 Years, 153 Days, 10 Hours, 19 Minutes ago

 
Register now! 

Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 5 Years, 355 Days, 10 Hours, 36 Minutes ago

 

 

Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible.

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 2 Years, 153 Days, 10 Hours, 23 Minutes ago

 
Register now! 

Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it's simple; in the real world, it's a far cry harder. This webinar presents a...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 6 Years, 27 Days, 11 Hours, 34 Minutes ago

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 6 Years, 27 Days, 13 Hours, 36 Minutes ago

 

 

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...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 2 Years, 153 Days, 10 Hours, 9 Minutes ago

 

 

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...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published - Last Updated 2 Years, 153 Days, 10 Hours, 58 Minutes ago

 

 

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...

Tag(s): supportworld, webinars, automation, future of support
Date Published - Last Updated 2 Years, 153 Days, 10 Hours, 51 Minutes ago

 

 

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...

Tag(s): remote support tools, webinars, virtual support tools, technology, supportworld
Date Published - Last Updated 2 Years, 153 Days, 10 Hours, 47 Minutes ago

 

 

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...

Tag(s): remote support tools, webinars, virtual work, virtual support tools, support models, supportworld
Date Published - Last Updated 2 Years, 153 Days, 10 Hours, 54 Minutes ago