HDI Announces Breakthrough Internet-based Support Research

The Help Desk Institute (HDI) and partners Support Performance and BenchmarkPortal are pleased to announce the release of the iSupport Report: a Benchmark & Analysis of Internet-based Support Practices and Performance.April 26, 2002, Santa Maria, California - The Help Desk Institute (HDI) and partners Support Performance and BenchmarkPortal are pleased to announce the release of the iSupport Report: a Benchmark & Analysis of Internet-based Support Practices and Performance. Available now through the website bookstores of both HDI and BenchmarkPortal, the work contains data from 300 participants (collected in union with HDI's recent iSupport Conference in San Francisco) and is a priceless resource for any help desk or technical support center manager. "This work further augments our mission to be to be the resource of first resort when it comes to important and current issues involving help desk and technical support", says HDI founder Ron Muns. Added BenchmarkPortal CEO Bruce Belfiore, "This is an excellent collaboration for BenchmarkPortal as we expand our core competence of building best practice datamarts into the help desk and technical support arena and work more closely with HDI." Dick Szymanski, General Manager of Support Performance (known for their work in developing services and tools like CompareTM for credible measurement of customer support) is the principle analyst. The report contains over 50 metrics including Demographics, Policy, Strategy and Process, Investment (Costs) and Performance assimilated into 76 pages of color charts and expert review featuring trends, "best and worst", bottom-line impact assessment, cross-tab and gap analysis and actionable executive recommendations. About Help Desk Institute Help Desk Institute's mission is to lead the customer support profession worldwide by setting the standards, establishing certification and training programs, and providing access to industry resources. HDI provides targeted information about the technologies, tools, and trends of the help desk and customer support industry. HDI also offers regional training, and publishes a wide range of training publications and research materials. See www.thinkhdi.com. About Support Performance The use of in depth performance measurement (Benchmarking) in defining the right improvements to undertake makes Support Performance unique among consultative resources. Clients (including help desk, tech support, call center and field service operations) have saved big money and time by setting the proper plan for action based on tangible benchmark data. Support Performance execution of a selected improvement plan is practical, cost effective and can lead to industry certified status. See www.supportperformance.com. About BenchmarkPortal BenchmarkPortal is THE source for best practices information for contact centers of all varieties. We provide our data, the world's largest and most credible database for contact center metrics of Customer Relationship Management (CRM), Help Desk and Technical support, to contact center professionals via a series of unique and actionable reports and "point and click" web-based ad hoc access tools. With these tools managers can compare their performance against an appropriate peer or role model group of contact centers, make fact-based decisions regarding capital investment, personnel, procedures and more, as we contribute ultimately to improvement of the performance of customer service and support as a whole, worldwide. Visit the company's web site at www.benchmarkportal.com. Help Desk Institute Contact: Support Performance Contact: Dick Szymanski 916-608-0755 dick@supportperformance.com