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


Sign up for membership and access the latest results of our research! 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
  • Research Insight: Average Speed to Answer, Wait Time and Handle Time
  • 2010 Service and Leadership Trends in Customer Support
  • Research Insight: Effectively Measuring Customer Loyalty
  • Research Insight: Cost Per Contact (Phone & E-Mail)
  • 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! Blog -- The Blog is another way stay on top of the industry. Our blog covers the latest topics related to service and support, call center management, customer experience management, web-based support, help desks, workforce optimization and more. Resource Center -- Are you looking to access the latest news, webinars, articles, white papers, research and more in the support services market? Then check out's new interactive database called the Resource Center.

Weekly e.newsletter -- View the latest version of this informative newsletter as well as check out the archives! Member Access -- Your membership entitles you to checkout the member's only area of, a web site dedicated entirely to Customer Relationship Management. 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.