Research Brief

Pearls of Wisdom: HDI Research Brief Compilation 2013-2014

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Desktop Support: Managing Ticket Volume Under Pressure Written by Mike Hanson Data Analysis by Jenny Rains APRIL 2014 W hen people think of computers, they typically think about the machines that allow them to check email, surf the web, and be productive. The fact is, that's just the tip of the iceberg when it comes to technology. If you bought a new car recently, there's a computer inside that allows your car to "talk" to other cars on the road, pass on traffic alerts, and communicate other vital information. Cars are becoming rolling Wi-Fi hotspots, with on-demand media and Internet connectivity. In retail, there are plans to use smartphones for targeted advertisements: when customers pass by particular products, a targeted ad will appear on their phones giving the specifications of those products along with any special deals the store may be offering. Grocery stores are exploring the idea of "smart carts" that use RFID technology to keep track of products as they're placed in the cart; when they're done shopping, customers will simply roll up to the checkout lane and the technology in the cart will communicate the final total to the checkout computer—no cashiers necessary. Healthcare is rapidly becoming more technological. Due to government regulations, a heightened awareness of risk management, and the need to store more data, electronic medical records are becoming the norm. Other advances in medicine allow doctors to treat patients—and even perform surgery—remotely, through a networked video link. Technology is no longer a mystery; it surrounds us, and it is integral to the success of our businesses. Among other things, technology allows customers to provide immediate feedback—positive or negative—and that feedback can span the globe in a matter of hours. It's no surprise, then, that a recent IBM study indicated that more than 60 percent of senior-level executives are focused on improving the customer experience, and 82 percent of them are investing in technology to facilitate that relationship. IT must be part of the solution, and there's an increasing expectation that IT needs to deliver more than just the traditional levels of support. This strong focus on the customer, coupled with rapidly changing technology, puts a tremendous amount of pressure on technical support teams to perform well and prove their worth to the business. When HDI asked whether IT was feeling pressure to prove its value, the response was overwhelmingly in the affirmative, from Support Center Spending Priorities 27.6% 17.2% 17.2% 17.1% 15.4% 8.1% Support business growth Improve effectiveness Improve customer service Improve efficiency Reduce costs Expand services DESKTOP SUPPORT EDITION Percentage of organizations selecting each factor as their highest priority 28

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