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Your membership to supportindustry.com provides you access to the latest information in the service and support industry. Check out all that membership provides:

Research

Sign up for membership and access the latest results of our research! supportindustry.com regularly conducts member research to provide you a benchmark of what other service and support operations are doing in the industry. View the executive summary and graphs for our latest research reports:
  • 2013 Survey Results: People Issues in Customer Support
  • 2012 Service and Support Metrics Survey Results
  • The 2012 Service & Support Snapshot: 5 Support Trends That Will Change Your Business in 2012
  • 2011 State of the Industry: Six Trends Every Support Organization Should Know
  • 2011 Survey Results: People Issues in Customer Support
  • 2011 Survey: How Support Behaviors are Changing for Mobile and Social Media Environments
  • 2010 Service and Support Metrics Survey
  • SupportIndustry.com Research Insight: Average Speed to Answer, Wait Time and Handle Time
  • 2010 Service and Leadership Trends in Customer Support
  • SupportIndustry.com Research Insight: Effectively Measuring Customer Loyalty
  • SupportIndustry.com Research Insight: Cost Per Contact (Phone & E-Mail)
  • SupportIndustry.com Research Insight: First Contact Resolution
Resource Papers & Articles

Sign up for membership and access our Resource Paper Library! Our Latest Featured Papers and Articles include:
  • The 10 Worst Things to Say in Tech Support
  • Do Your Staff Follow Through On Your Advertisement's Promise of Superior Service?
  • Do you know how your customers are being treated?
  • A Worldwide Cauldron of Disloyalty, Dysfunction and Disconnects: Business To Business Customer Service
  • Contact Center Performance Management Packages Deliver Actionable Results and Rapid Benefits
  • Workforce Optimization: A Strategy for All Times
  • Best Practices for Coaching Your Support Team to Handle Anything
  • First Call Resolution Revisited
  • Disaster Recovery in Contact Centers: Benchmarks and Best Practices
  • Techniques for Decreasing Agent Attrition
  • Quality Customer Service Does Exist
  • The Top 10 Service and Support Best Practices
  • Measuring Service Effectiveness
  • What Motivates Your Employees? Intrinsic vs. Extrinsic Rewards
  • Evaluating Support Center Staffing Tradeoffs
  • What Are Your Customer Demographics?
  • The Four Stages of the Customer Experience
  • Calculating Support Center Staff Requirements
  • Contact Center Workforce Management Keeps Getting Better
  • First Call Resolution: What About That 14%?
  • Self-Service Success Through Customer Segmentation
  • The Benefits of Offering SLAs
  • Using Web-based Support Tools to Improve Customer Service
  • The 5 Ws of World Class Customer Service Skills Training
  • ...and much more!
Get your free copies of these informative papers today!


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Weekly e.newsletter -- View the latest version of this informative newsletter as well as check out the archives!

CRMindustry.com Member Access -- Your membership entitles you to checkout the member's only area of crmindustry.com, a web site dedicated entirely to Customer Relationship Management.

RecognizeServiceExcellence.com Member Access -- Access content related to all aspects of creating a corporate culture that promotes great service, including topics such as training, leadership, teams, the new workforce and much more.