State of IT Outsourcing Report Released
In September 2006, Supportindustry.com and McGarahan & Associates conducted a survey on the state of IT Outsourcing. Impressively, 93.30% of respondents said they would outsource again and 94.10% said they would recommend outsourcing. However, although you can easily save money outsourcing, if your customers are not being serviced and it starts to affect productivity and have business impact – then the cost savings is not what it appears to be on paper.
Click here for your free copy of the executive summary here...

Now Available: 2006 Service and Support Metrics
The valuable research provides insight into a range of issues and challenges important to service and support executives, including the channels organizations are leveraging to deliver support, the technologies they’re deploying to improve service delivery, the metrics they’ve established to measure their performance, and the salaries they’re paying their help desk staff, contact center agents and higher-level support executives. Click here to get your free copy:
http://www.supportindustry.com/research.htm


2006 Service & Support Technology Showcase
The 2006 version of our Service & Support Technology Showcase is now available! This valuable, in-depth buyer’s guide features the latest tools and technologies in the support services industry that enable your support operation to deliver superior customer service.

White Paper: The Role of Web-Based Self-Service in the Support Organization
Today, as enterprise knowledge and content management takes on greater importance, self-service technologies are allowing users to search disparate, dynamic data sources using such sophisticated search mechanisms as natural language processing, precision optimization and adaptive learning. Not only are users exploiting Web-based channels to find answers to questions, diagnose problems and download fixes, but to perform such transactional duties as product registration, email opt-ins, user profile enhancements, service agreement updates and more. (please note – you will need your member log-in to view this white paper)
Read the full white paper!

Editorial suggestions, feedback & comments:
Carolyn Healey, Editor - chealey@supportindustry.com

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