HDI Releases New Support Center Practices & Salary Report

Annual research-based report provides state of the technical support industry, reveals a rise in ticket volumes in 63% of organizations

Nov 05, 2015, 08:00 ET from HDI

COLORADO SPRINGS, Colo., Nov. 5, 2015 /PRNewswire/ -- HDI, the first membership association and certification body created for the technical support industry, announced the release of the 2015 HDI Support Center Practices & Salary Report, a research-based industry report that provides crucial insight into the day-to-day operations and compensation practices of support centers around the world. For more information on the report, visit www.thinkhdi.com/topics/research/support-center-reports.aspx.

Released annually, the HDI Support Center Practices & Salary Report helps support center organizations better understand the workings of the industry as a whole, and provides them with the knowledge needed to make informed decisions and improve customer service. The report compiled responses from 800 technical support professionals across all industries. Current practices, processes, plans, and challenges are thoroughly covered in a variety of key areas, such as performance metrics, ticket management, technologies, adopted frameworks, outsourcing, compensation, training, and salaries.

Key findings from this year's report provide insight on the following questions:

  • Why are ticket volumes increasing?
  • Are salaries expected to increase or decrease this year?
  • What are support organizations using for ticket resolution?
  • How common is it for agents to work from home?
  • Are service desks also providing desktop support?
  • What's the latest in knowledge management, problem management, and more?

"It's not always easy keeping a support center running smoothly. Staying on top of the latest technologies and processes, keeping employees satisfied and motivated, and ensuring customers are happy are all things that take time, effort, and a lot of research," says Craig Baxter, HDI's global brand director. "Each year, HDI does all of that research and publishes the results in the HDI Support Center Practices & Salary Report--geared to help organizations benchmark their performance, validate existing practices, and improve overall business operations."

The 2015 HDI Support Center Practices & Salary Report is free to HDI members--they can download the report or view the digital version here: www.thinkhdi.com/topics/research/support-center-reports.aspx.  

Nonmembers can access an excerpt of the report and view the Ticket Management section at: http://www.thinkhdi.com/files/hdicorp/supportworld/scpsr2014_teaser/index.html.

Media can obtain a copy of the report by contacting HDIPR@ubm.com

About HDI

Founded in 1989, HDI is the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solute on providers with practitioners. Learn more at www.ThinkHDI.com

About UBM Tech

UBM Tech engages technology professionals live and online through its world-class brands, including Black Hat, InformationWeek, Enterprise Connect, Game Developers Conference (GDC), Dark Reading, HDI, GTEC, Network Computing and Interop. We're dedicated to fostering real engagement by creating environments where the technology industry can make connections, share insights, and network effectively. UBM Tech is the only media company that delivers large-scale industry events, leading online brands and content marketing services serving the Enterprise IT, Information Security, Game Development, Enterprise Communications and Technical Services and Support communities. UBM Tech is a part of UBM (UBM.L), a global provider of media and information services with a market capitalization of more than $2.5 billion. For more information, go to http://tech.ubm.com.  

Kimberly Samra

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