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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
This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Date Published August 15, 2017 - Last Updated December 6, 2017
Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Date Published August 15, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Date Published August 15, 2017 - Last Updated December 6, 2017
The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Date Published August 15, 2017 - Last Updated December 6, 2017
Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Date Published August 15, 2017 - Last Updated December 6, 2017
In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Date Published August 15, 2017 - Last Updated January 20, 2023
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Date Published August 10, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Date Published August 9, 2017 - Last Updated April 19, 2019
The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Date Published August 8, 2017 - Last Updated March 23, 2020
Many new managers feel insecure about their new position, but there are things that you can do to ease your transition into a support center manager role.
Date Published August 3, 2017 - Last Updated December 6, 2017