Research Corner

Monthly Survey

Be a part of this month's Research Corner.

In-house, Outsourced, or Backshored…where are your support center services?
Take this 2-minute poll.

Read this month's Research Corner report:

Virtual Support Teams: What’s Working Out There?

It is no longer essential for support center analysts to sit in one call center with a support manager hovering nearby. Support center teams have gone “virtual.” Many support centers either have moved to, or are moving toward, a virtual support center model. The August 2010 HDI Research Corner survey set out to find out which types of virtual settings are utilized for support teams and what is the general consensus on the success of each of these arrangements. Download the report for these results.

Trends in Customer Satisfaction

HDI recently surveyed its membership about the current customer satisfaction surveying practices in the technical service and support industry. The report uncovers how support centers are surveying their customers, utilizing the information they collect, and if they have staff performance incentives in place based on customer satisfaction survey results. Download the report to find out the latest trends in customer satisfaction surveying.

Success in Roll-outs

Find out what makes enterprise-wide roll-outs a hit or a miss in the newest Research Corner report. Most recent roll-outs are either Application Suites (31%) such as Microsoft Office 2007 and Adobe Suite, or Operating Systems (11%) such as Microsoft Windows 7 and Mac OS X. The majority (62%) believe the roll out to be a success which is attributed mostly to their support staff’s technical skills and the quality of internal communication. Those who see room for improvement in their most recent roll-out say they should have increased external communication. Download the report for the full results.

Performance Metric Utilization

Over 80% of HDI members’ support centers are measuring customer satisfaction. One-third say it is their top priority with regard to performance metrics.

Less than 40% are measuring cost-per-ticket and only 16% use this metric for support staff discussion or improvement.

Desktop support teams have separate performance metrics in half of HDI members’ support organizations. Customer satisfaction and time to resolve are the highest priority for the desktop support group.

Find out how organizations are utilizing the data from these and other performance metrics and who is prioritizing them in this month’s Research Corner report.