Date Published July 19, 2022 - Last Updated July 21, 2022
At HDI, our mission is to provide tech support practitioners with the information, training, and shared knowledge needed to do their best work at every level. Last quarter, as part of that mission, we surveyed tech professionals across a wide variety of industries to find out how things have changed during the last few years of unprecedented turmoil. In responding to our “The State of Technical Support in 2022” survey, your peers have shared invaluable insight into everything from hiring plans and salaries to training and operational strategies to the metrics they use to keep customers and end users working and happy. They told us where existing technology is providing leaders and strategic planners with the tools they need to handle ever-growing volumes of work – and where more investment is needed.
These insights will give you the information you need to assess where you and your team stand in relation to your peers and whether you’re measuring up to industry best practices. With over 90 pages of data and analysis, “The State of Technical Support in 2022” is an invaluable resource as you plan for an uncertain future. And it's available to all HDI community members for free.
Topics covered:
- Staffing, training, and compensation practices and plans
- How operations and outsourcing are evolving
- Critical metrics and how well service and support teams are meeting those targets
- Technology investments and implementations, including where leadership needs to address gaps
- And much more!
Community members can download a FREE copy of this report today on HDIConnect!
Tim McElgunn is the principal analyst for HDI and ICMI, producing and managing content and events for our community of technical support, service management, and contact center professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.