HDI – The State of Tech Support in 2025

The report focuses on the state of tech support in 2025, including changes and challenges faced by organizations in this field.

Key findings include the introduction of generative AI and automation, managing hybrid work structures, meeting increased customer expectations, focusing on employee well-being and culture, the need for new tools and training requirements, the importance of skills like empathy, communication, and AI utilization, respect as the foundation of workforce morale and culture, revised compensation and hiring forecasts, and prioritizing KPIs on customer satisfaction over experience.