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Your Cast of Characters: Team Building in a Support Center
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Your support team is like a family - in every good and bad sense of the word! And understanding its "family" dynamics is often the hidden key to reducing conflict and improving performance.
Hear SupportIndustry.com as we explore how to understand the interpersonal forces that drive your support team and how to harness its diverse personalities for better performance.
View this interactive webinar to learn:
-- How conflicts arise and how to short circuit them
-- Front line/back line relationships
-- How to speak everyone's "language"
-- Tips and traps for managing different personalities
Watch the on-demand webinar today>>>
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Dec-08-2011 |
Leading Support Teams: The Mechanics
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If you lead a support team, your day-to-day practices as a leader are likely to have the single biggest impact on the morale, turnover and performance of your support team. Hear SupportIndustry.com as we share the many important and, at times, surprising ways that support leaders succeed or fail in fast-paced customer contact environments.
View this interactive webinar to learn:
-- Good metrics, bad metrics -- how to measure performance
-- How to make your team part of a greater whole
-- Training that works -- creating an environment for collaboration & learning
-- Benefits of leadership on the team level
Watch the webinar today!>>> |
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Nov-04-2011 |
Six Trends Every Support Organization Must Know
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What does support look like at your company - and in the broader industry? Recently Citrix and Supportindustry.com sponsored a groundbreaking survey that pulls back the curtains on the actual support infrastructure of nearly 500 organizations.
Hear SupportIndustry.com and Rich Gallagher, founder of Point of Contact Group, as we explore the tools and processes that are driving today'ssupport operations and the 6 trends every support organization must know. Rich highlights where support operations are today and where they are heading tomorrow, based on results from one of the largest support surveys ever!
View the webinar today!
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Jul-13-2011 |
Measuring Smart: Incorporating Social Media into Your Traditional Service Metric Mix
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The era of social media has officially begun, fundamentally transforming customer service. Your customer contacts are becoming increasingly public, visible and judged by a viral swarm of consumers.
View this webinar with industry expert Rich Gallagher as he explores the impact of social media and how service must evolve from a focus on transactions to a focus on relationships. Rich will also consider the new generation of metrics you need to ensure excellent service.
View this interactive webinar to learn:
-- Why service is different in the social media era.
-- Old metrics that can help and hurt you.
-- Customer engagement and closure quality.
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Jun-24-2011 |
Key Considerations in Selecting a SaaS Solution - Gartner Webcast
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As a $1.2 billion dollar space, the IT Service Desk software market is enormous. "We have seen a strong increase in demand for IT Service Desk SaaS over the past two years and we expect this to continue for some time. It is good news for IT service desk customers and the market to have SaaS and perpetual license options available from established vendors." says David Coyle, Vice President of Research at Gartner.
On this 30 min webcast, Gartner VP of Research David Coyle will be discussing the importance of carefully evaluating SaaS solutions based on your business requirements and the overall value delivered to your IT department.
Download the Gartner Webcast!
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May-02-2011 |
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