SupportIndustry.com - Contributed Articles

Defect Disconnect - Your product defect rate is much higher than you think

By W. Ladd Bodem, ServiceXRG

The value of tracking support metrics is well known. For some, sophisticated systems provide insightful and useful analysis of the customer service experience. Even the most rudimentary support tracking system organizes support requests into categories such as installation, documentation, defect, enhancement, etc. One of these categories, defects, may be far from accurate and very misleading.

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[Full Article] Aug-30-2004

Understanding the Employee/Customer Connection

by Elizabeth A. Ahearn, President & CEO, The Radclyffe Group

Common sense tells us that if employees are happy in their jobs, then they will deliver outstanding service to customers consistently. In fact, there is a direct and meaningful correlation between customer loyalty, and employee satisfaction. As contact center technology continues to advance enabling more and more customer issues to be handled by technology solutions such as the Internet and speech recognition, the contact center representative will only be handling the more complex customer interactions. This requires high-caliber individuals with a specific skill set.

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[Full Article] Jun-13-2004

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