IT service desks are increasingly using phone-based call centres to provide support, a new report indicates.
New research from Hornbill Systems has discovered that the sector is increasingly recognising the importance of human interaction when providing phone support.
"Users throughout organisations are dependent on IT to work, which in turn has increased visibility of systems, problems and the IT teams," commented Patrick Bolger, chief marketing officer with the firm.
He added that the development of IT as a corporate function supported by a "real human interface" was being driven by this dependency.
Meanwhile, some 74 per cent of respondents reported that customer satisfaction was a key performance indicator, compared to a corresponding figure of 30 per cent five years ago.
In related news, a recent Office Angels poll discovered that mobile devices could be supporting increased self-reliance among UK workers, as more employees are willing to "check in" out of office hours.
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