The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
Josh, not sure what software you are using, but does it have a reporting tool?  If it does, total remedition effort (total hours worked captured in the tickets) / days in the reporting period, will give you the average number of hours per day need to meet Customers expectations. Divide this number by 6 (80% utilization of a man-day), will indicate the number of people you need available day in and day out. How to schedule the available people may take some creativity. This is a baseline.  What are [More]

From : Communities>>Ask Your Network
Christie, I would reach out to John Crusty or Rick Joslin.  Both have the most experience I am aware of. ------------------------------ Steve Buyze Capacity Planning Analyst Systems Engineering Portland ME ------------------------------ ------------------------------------------- Original Message: Sent: 07-13-2018 11:31 From: Christie Shell Subject: KCS Hi HDI Friends! I could really use your help! My client (the Director of IT for a large County Government) is looking to i mplement KCS and would [More]

From : Communities>>Ask Your Network
I believe Jeff Rumburg in his article Mean Time to Resolve (see link below), he said and I agree, MTTR is the most important metric to the Customer.  My supervisor once said "the only thing our Customers care about is how soon we are going to fix their sh**. For staying on budget and reducing the need to hire, being proactive and focusing on reducing the Reactive Hours per End User per Month is very important.  Resource utilization goes along with this and our focus is to stay above 80% per Resource. [More]

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