Remedy has announced that it is joining forces with Purdue University in the US, which specialises in call centre research, and Service News to conduct research that will contribute to the first helpdesk industry benchmark. The partnership will provide respondents with a comparison of how their call centres stack up against others in the industry. It is part of an ongoing effort to improve industry standards and provide assistance in achieving helpdesk best practice. The survey's overall goal is to give IT industry executives and organisations accurate measurements and data that they can use to improve their operations.
Cecil Lawson, director of executive services at Remedy said: "We expect this to be the most comprehensive and accurate benchmark measurement ever conducted." Lawson went on to say that he hoped the data provided will provide respondents with "valuable insights into their own organisations and the industry as a whole".
Purdue University is directing the survey in co-operation with Remedy's Executive Services and Service News. Enterprises that are surveyed will receive a free copy of the completed benchmark report, which Remedy values at $2,500 (£1,543), in exchange for their participation.
The deadline for survey completion is 30 June and the report will be delivered in August.
For additional information, or to participate in the research, connect to Remedy Executive Services' Web page at www.remedy.com/execservices.
The benchmark link allows users to register and participate online, and it is designed to take less than 10 minutes.
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