HDI Industry Report

2015 SCPSR Sneak Peek

Issue link: http://dc.ubm-us.com/i/591930

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Page 1 of 12

2015 SUPPORT CENTER PRACTICES & SALARY REPORT } Reasons for increased ticket volumes } Reasons for decreased ticket volumes } Time typically spent on tickets versus other activities } Ticket resolution by level } Ticket resolution strategies used } Ticket handling when the support center isn't staffed } Measuring incidents and service requests } Ticket types received by the support center } Support channels used to contact support } Tickets per channel } Cost per ticket TICKET MANAGEMENT TECHNOLOGY OPERATIONS METRICS STAFFING SALARY REPORT DEMOGRAPHICS ABOUT THE REPORT 2 Click/Tap Each Entry for Charts Click/Tap for Sections Ticket Management Technical support centers manage tickets received through a variety of channels, which require various levels of support. This section shares the current practices and experiences involved in managing end-user tickets.

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