LOGIN
SUBSCRIBE
JOIN HDI
CONNECT

SupportWorld

Get the latest technical support and service management insights online, in-person, and in your inbox.

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.

Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.

 

 

SUBSCRIBE TODAY

 

Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.

LEARN ABOUT SUPPORTWORLD LIVE

The Latest from SupportWorld

Previous1234...127Next
 
Escape from Hell Desk
IT service and support should not be unending waves of stress. Here is how to lower the temperature and improve customer satisfaction.
Tag(s): supportworld, support models, technology
Date Published June 6, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
 
Knowledge is Power in IT Service and Support
Here is an argument for how knowledge management and knowledge-centered support can supercharge your IT support observation.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
 
What to Do and What to Avoid for Your Knowledge Management Program
Here’s a roadmap for an effective KM approach, and the detours that can slow down the process.
Tag(s): supportworld, support models, technology
Date Published June 5, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
 
Surveying Your Customers - Don’t Make These 7 Mistakes
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 181 Days, 14 Hours, 4 Minutes ago
 
Surveying Your Customers - Don’t Make These 7 Mistakes
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Tag(s): supportworld, support models, technology
Date Published May 24, 2023 - Last Updated 181 Days, 20 Hours, 11 Minutes ago
 
Five Important Skills Service Desk Managers Should Develop
Great managers practice great management skills. Here are a few suggestions for what to work on when you step into a managerial role.
Tag(s): supportworld, support models, best practice
Date Published May 24, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
 
“Do what you’re afraid to do.”
We ask a few questions of Esther Pham, Director, Enterprise Service Desk at WBM, and a member of the HDI Strategic Advisory Board. She says it’s important to embrace challenges.
Tag(s): supportworld, support models, best practice
Date Published May 23, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
 
Achieving Great Experience for Less
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Tag(s): supportworld, support models, technology
Date Published May 17, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
 
“The Work You Do Everyday Matters.”
A Q&A with Bruce Randall of ServiceNow, who is a valuable member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 181 Days, 20 Hours, 23 Minutes ago
 
Lessons Learned from IT Disasters
We asked thought leaders in the IT service and support industries for their takeaways when the microchips hit the fan.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated 167 Days, 18 Hours, 13 Minutes ago
Previous1234...127Next