Research Reports

The Technical Support Center of the Future

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Survey Development and Data Analysis Roy Atkinson, Senior Analyst/Writer, HDI Josh Brost, Manager, Public Relations, Robert Half Technology Cinda Daly, Director of Content, HDI Jenny Rains, Senior Research Analyst, HDI Writer Jane Kelly, Robert Half Technology Editor Megan Selva, Senior Editor, HDI Designer Debra Cassa, Art Director, UBM Design Central Copyright © 2013 Robert Half Technology and UBM LLC. All rights reserved. HDI 121 South Tejon Street, Suite 1100 Colorado Springs, CO 80903 US US and Canada: 800.248.5667 HDI and Robert Half Technology assume no liability for error or omission. Acknowledgments Robert Barnes Vice President and Global Head of Service Desk, Field Support, and End-User Technology, AIG Shannon Cepica Managing Director, IT Help Central, Texas Tech University Tonya Cossett CIO, Emory Healthcare Mary Cruse Director, IT Customer Service, First American Title Greg Daugherty Director, Technical Assistance Center, L Brands, Inc. Brian Fox Senior Program Manager, CompuCom Tony Jones Client Executive, HCA Parallon Business Solutions Todd Klopfenstein Director, IT Service Management, OfficeMax Kelly Napoli-Floto Senior Director, Enterprise Customer Support, Robert Half Technology Jennie O'Brien Director, IT Support and Deployment, Costco Wholesale Corp. No part of this publication may be reproduced without the consent of HDI or Robert Half Technology, with the exception of trade publications reporting on the data. In such cases, credit must be given to HDI and Robert Half Technology. Mary Kay O'Brien Director, IT Services, Emory Healthcare HDI® is a registered trademark of UBM LLC. HDI is a part of UBM Tech, a division of UBM LLC. Chris Sellers Director, IT Service Operations, Intel Robert Half® Technology is an Equal Opportunity Employer. RHT-0612 Darin Vandecar Executive Director, Operations, ViaWest All other registered trademarks and service marks are the property of their respective owners. Ron Willbanks Director, Restaurant Services, Whataburger John Reed Senior Executive Director, Robert Half Technology The Technical Support Center of the Future | 2

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