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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

 
If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Tag(s): supportworld, metrics and measurements, first call resolution, customer-satisfaction-measurement, KPI, reporting, support center
Date Published September 12, 2016 - Last Updated December 15, 2016

 
Learn what John Deere did to engineer a lean service management structure and quality improvement roadmap designed to make the organization easier to do business with.
Tag(s): case study, IT service management, service management, lean, supportworld
Date Published September 8, 2016 - Last Updated December 15, 2016

 
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Tag(s): future of support, devops, service management, supportworld
Date Published September 7, 2016 - Last Updated December 15, 2016

 
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Tag(s): focus series, supportworld, technical support, trends, automation, escalation, knowledge management, self-service, self-service tools, support center
Date Published August 31, 2016 - Last Updated December 15, 2016

 
Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Tag(s): workforce enablement, supportworld, leadership, employee engagement
Date Published August 31, 2016 - Last Updated December 15, 2016

 
In last week's #HDIchat, participants considered whether they've been operating their service desks with the customer experience in mind.
Tag(s): hdichat, supportworld, support center, service desk, customer experience
Date Published August 30, 2016 - Last Updated December 15, 2016

 
In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
Tag(s): hdichat, supportworld, technical support, service management, professional development
Date Published August 30, 2016 - Last Updated December 15, 2016

 
Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Tag(s): communications skills, leadership, people, performance management, technical support, supportworld
Date Published August 29, 2016 - Last Updated December 15, 2016

 
In the quest to lower costs, it common to talk about deflecting phone calls to less expensive tech support channels such as self-service, chat, web forms, and email.
Tag(s): customer experience, customer service, support channels, supportworld, technical support
Date Published August 25, 2016 - Last Updated December 15, 2016

 
The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Tag(s): automation, business value, communications technology, customer experience, customer service, supportworld
Date Published August 24, 2016 - Last Updated February 1, 2017