More than half the 102 UK help-desk respondents felt the 15 minutes or more they spent gathering and inputting a caller’s diagnostic data was too long. Worse still, in the 92% of cases where these problems were escalated to the next support level that diagnostic information had to be regathered.
Almost a third of organizations manually entered diagnostic data, even though 97% of the managers said they’d made substantial investments in help-desk technology.
Data quality is key for help-desk managers to do their jobs well, yet less than a third of respondents were confident of the accuracy of information produced by their support software.
What is astounding is that despite the importance of this information, most companies do not have immediate access to it, said Anthony Rodio, chief marketing officer at SupportSoft.
