Research Corner | Technical Service and Support
 
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Research Corner

HDI collects data on hot topics in the technical service and support industry. Quick surveys resulting in insightful research briefs provide our community with timely, pertinent information that can be discussed with peers, shared with executives, and used to make research-based business decisions.

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Research Corner Reports

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Agent Efficiency in Providing Customer Technical Support
by Jenny Rains
Published on May 14, 2013

Customer Technical Support Edition

This month’s HDI Research Corner looks at agent efficiency in customer technical support (i.e., organizations that sell products and/or services that require technical support). Based on 229 online survey responses from organizations in the customer technical support industry, the results identify the practices organizations are using to enable and motivate agents to provide support efficiently, as well as the metrics they’re using to measure the effects of these practices.

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Knowledge Management in Technical Support
by Jenny Rains
Published on Apr 12, 2013

This research brief identifies current practices in knowledge sharing and knowledge management in the technical support industry, especially as they relate to knowledge management tools, access to knowledge, content contributions, quality assurance practices, training, knowledge base usage, and the metrics used to measure the success of knowledge management.

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Staffing Desktop Support
by Mike Hanson and Jenny Rains
Published on Mar 11, 2013

Desktop Support Edition

This research brief examines data from the 2012 HDI Desktop Support Practices & Salary Report, providing a starting point for making sound staffing decisions in desktop support.

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Inbound Contact Channels
by Jenny Rains
Published on Feb 06, 2013

Customer Technical Support Edition

After a customer purchases a product or service, the accessibility of the technical support staff can be a crucial component in building a company’s reputation and securing a customer’s trust and loyalty. Today, as technologies advance and customer expectations increase, the means by which customers are able to contact a support professional are becoming increasingly diverse. This edition of the HDI Research Corner covers technical support centers that provide support to customers who purchase their companies’ products or services, summarizing the data from 241 support organizations across more than thirty vertical industries, and focusing on inbound contact channel use, metrics, satisfaction, and other practices.

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An In-Depth Look at Multichannel Support
by Jenny Rains
Published on Jan 15, 2013

With the advances in technology over the last decade, it is no surprise that 96.5 percent of technical support centers are providing support through multiple channels. By analyzing data collected by the 2012 HDI Support Center Practices & Salary Survey, this month’s HDI Research Corner takes an in-depth look at the use of multiple channels for creating support tickets and the changes in practice from the previous year. Download the full report.

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