HDI Releases New Support Center Practices & Salary Report
Annual research-based report provides state of the technical service and support industry through insight on operations and compensatory practices
COLORADO SPRINGS, Colo., Feb. 11, 2015 /PRNewswire/ -- HDI, the first membership association and certification body created for the technical service and support industry, announced the release of the 2014 HDI Support Center Practices & Salary Report, a research-based industry report that provides crucial insight into the day-to-day operations and compensatory practices of support centers around the world.
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 873 technical support professionals across more than 30 vertical 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.
Some key findings from this year's report include:
- Most organizations (57%) have experienced a rise in ticket volumes, most commonly attributed to new applications or systems
- More organizations are using remote control technology (84%) than incident management solutions (82%)
- 47% of support organizations will either add or upgrade knowledge management
- Supporting business growth takes precedence over reducing costs or improving customer service
- More than one in three organizations plan to increase salaries in the next year
"From commonly tracked performance metrics to statistics on bonuses and pay, the HDI Support Center Practices & Salary Report provides keen insights and real-world information from all over the technical service and support industry," says Craig Baxter, HDI's global brand director. "Among HDI's most impactful publications, this report helps organizations benchmark their performance, validate existing practices, and improve overall business operations."
The 2014 HDI Support Center Practices & Salary Report is free to HDI members – they can download the report or view the digital version here.
About HDI
In 1989, HDI became 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, because that's just good business. 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 solution providers with practitioners. Learn more at www.ThinkHDI.com.
About UBM Tech
UBM Tech is a global media business that brings together the world's technology communities through live events, online properties and custom services. UBM Tech's community-focused approach provides its users and clients with expertly curated research, education, training, community advocacy, user-generated content and peer-to-peer engagement opportunities that serve the Security, Enterprise IT and Communications, Network Infrastructure and Applications, and Game and App Developers communities. UBM Tech's brands include Black Hat, Dark Reading, Enterprise Connect, Game Developers Conference (GDC), GTEC, HDI, InformationWeek, and Interop. 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.
Contact:
Kimberly Samra
HDI PR
[email protected]
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SOURCE HDI
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