SupportWorld

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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

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Create a Customer Experience Powerhouse: The Role of Customer Service

When you re-focus customer service to play a strategic role in the larger customer experience, the benefits to both are tremendous.

Tag(s): supportworld, customer experience, customer service
Date Published August 1, 2018 - Last Updated December 13, 2018

FAQ: How Do You Get Your Customers to Use Self-Service?

HDI members share tips and techniques for getting end users engaged with your self-service portal.

Tag(s): supportworld, support center, service management, self-service, service catalog, knowledge management
Date Published July 31, 2018 - Last Updated December 13, 2018

The Impact of New vs. Known Issues in KCS

Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.

Tag(s): supportworld, support center, service management, workforce enablement, knowledge management, KCS
Date Published July 26, 2018 - Last Updated December 13, 2018

The Importance of a Service Management Roadmap

Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.

Tag(s): supportworld, service management, business value
Date Published July 25, 2018 - Last Updated December 13, 2018

The User Experience of a Pig

How to design service portals and service catalogs so people will use them.

Tag(s): supportworld, customer experience, service catalog
Date Published July 24, 2018 - Last Updated December 13, 2018

You Cannot Fix Everything

The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.

Tag(s): supportworld, support center, technology
Date Published July 18, 2018 - Last Updated December 13, 2018

Culture Is Core

Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.

Tag(s): supportworld, workforce enablement, workforce enablement, team building, culture
Date Published July 17, 2018 - Last Updated December 13, 2018

Clouding Your Judgement

Use lessons learned from the cloud to optimize service management.

Tag(s): supportworld, service management, ITSM, cloud computing
Date Published July 12, 2018 - Last Updated December 13, 2018

Metric of the Month: Cause-and-Effect for Desktop Support KPIs

Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.

Tag(s): supportworld, desktop support, metrics and measurements
Date Published July 11, 2018 - Last Updated December 13, 2018

Everyone Has a Role to Play

If individuals are in the wrong roles or have moved past their usefulness in a role, the processes and procedures we have so carefully aligned can fail.

Tag(s): supportworld, workforce enablement, workforce enablement, people
Date Published July 10, 2018 - Last Updated December 13, 2018

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