SupportIndustry.com - Webinars and Events

Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support

Most customer support teams are good at handling routine transactions. But what about a customer who is threatening to sue you? Or asks to have you fired? Or an employee who got so fed up with IT support that he smashed his laptop and then ran over it?

All of these are real situations that support professionals reported in a recent survey sponsored by Supportindustry.com and Parature. This interactive webinar, teaming communications skills expert and bestselling author Rich Gallagher with Parature's VP of Marketing Gary McNeil, looks at how to handle situations like these and more. The open panel discussion format examines the best practices, tools and technology behind handling your worst-case scenarios.

Your "worst" customers can sometimes become your best supporters, *if* you and your team know how to handle those critical, moment-of-truth situations faced by every customer support operation. View this wide ranging, high-content discussion that gives you and your team confidence in handling any customer situation.

View the webinar today!

[More...] Mar-01-2010

Driving Customer Loyalty through Improved Service Performance

Learn how improving First Contact Resolution (FCR) can directly impact your bottom line!

Customer satisfaction and loyalty are two highly desirable results in a support environment.

But which performance factors deliver both?

view this interactive Webinar to hear Dave Brown, president of Support Center University and author of Optimizing Support Center Staffing, explore the difference between customer satisfaction and customer loyalty and explain why both are critical for success.

View this interactive Webinar to learn:
* Which industry best practice is a must-have for your performance program
* How support performance translates into customer loyalty
* Key tactics that will ensure both customer satisfaction and loyalty
* Learn how improving First Contact Resolution (FCR) can directly impact your bottom line

View the webinar today!

[More...] Feb-18-2010

The Perfect Agent: Tools and Technology for Coaching Your Support Team

How do you motivate people to deliver excellent performance, whether they are in the next cubicle or far away? Communications skills expert Rich Gallagher shares the secrets to getting the best out of today's distributed support team. Topics this Webinar covers include:

-The psychology of a typical agent
-Strength-based coaching techniques that create real performance change
-Managing performance problems from near and far
-Making your agents part of a team
-How technology can help improve your team's performance

View the webinar today!

[More...] Dec-12-2009

How to Tell Anyone Anything: Coaching Your Service Team to Success

If you manage people, the single biggest factor in your morale, turnover, and customer satisfaction levels is your ability to give feedback that really changes performance, without getting people defensive. Based on recent principles from strength-based psychology, this webinar teachs you a new, step-by-step process for truly effective coaching and feedback, based on the speaker's new nationally-published book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work.

Using powerful insight into how we all react naturally to criticism, this session shows you how to avoid the mistake of focusing on what's wrong, and transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.

View the webinar today!

[More...] Sep-08-2009

SupportIndustry.com Webinar: First Contact Resolution - The Metric That Matters!

In this webinar, narrated with industry insight and analysis, Peter McGarahan, President of McGarahan and Associates, and Jeff Moloughney, Senior Product Marketing Manager, GoldMine Division,share proven techniques and specific examples of how you can improve First Contact Resolution in your organization. Attendees will be able to benchmark their own organization against best practice levels and see how others in the industry are performing.

View the webinar today.

[More...] Jun-23-2009

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