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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:
Resource Papers & Articles
- 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
Sign up for membership and access our Resource Paper Library! Our Latest Featured Papers and Articles include:
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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 W’s of World Class Customer Service Skills Training
- ...and much more!
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