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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
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The Latest from SupportWorld
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Date Published March 13, 2018 - Last Updated December 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Date Published March 8, 2018 - Last Updated December 13, 2018
The decision whether to get certified depends on your personal and professional training goals and the needs of the business.
Date Published March 7, 2018 - Last Updated December 13, 2018
You can influence the outcomes of your metrics and increase both your customer and employee satisfaction.
Date Published March 6, 2018 - Last Updated December 13, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Date Published March 1, 2018 - Last Updated December 13, 2018
Artificial Intelligence, machine learning, bots, and other automation tools are poised to make a large impact on support.
Date Published February 27, 2018 - Last Updated December 13, 2018
While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Date Published February 22, 2018 - Last Updated February 1, 2019
IT workflows need a well-thought-out process of categorization, prioritization, escalation, and alerting developed to meet the needs of the business.
Date Published February 21, 2018 - Last Updated December 13, 2018
Automation has the potential to improve IT service and support. But that potential will be realized only if we determine how we are going to apply the technology.
Date Published February 20, 2018 - Last Updated December 13, 2018
Research suggests that many companies are aware of their shortcomings in mobile support and have plans to address it.
Date Published February 16, 2018 - Last Updated December 13, 2018