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SupportIndustry.com Research Insight: Cost Per Contact (Phone & E-Mail)
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One question on the minds of many support professionals is how their organization's support costs measure up to what other's are achieving. In an effort to gain insight into this question, SupportIndustry.com recently asked members to report their cost per contact for both the phone and e-mail channels. Nearly 70% of respondents report that the cost per for the phone channel is $24 or less at level 1, and 54% of respondents report their cost per e-mail for Level 1 is less than $10.
Read the full research brief.
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[Full Article]
Apr-13-2010 |
SupportIndustry.com Research Insight: First Contact Resolution
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Successfully addressing your customer's need the first time they contact you - or better known as First Contact Resolution (FCR) - is an important metric for any support organization to measure. In many cases, a higher level of FCR can be directly correlated to higher customer satisfaction levels, which leads to increased customer loyalty. According to recent survey in March 2010 by SupportIndustry.com, 59.7% of support professionals responding indicated their company currently measures FCR.
Read the full research brief! |
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[Full Article]
Mar-08-2010 |
Research Results --The Distributed Workplace: The Challenges of Support
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To determine the specific challenges IT service desks face in supporting distributed and mobile workforces, Supportindustry.com conducted a survey in November 2008 targeting support executives representing a range of vertical industries, including technology, healthcare, financial services, and manufacturing. The survey, sponsored by SupportSoft Inc., was designed to explore the increasing pressures faced by support organizations as they attempt to serve employees operating outside traditional, centralized work environments. It examines technologies and processes organizations have put in place to provide remote support, and the kinds of IT problems remote and mobile workers are experiencing.
Get the full results today! |
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[Full Article]
Mar-02-2010 |
The 10 *Worst* Practices for Technical Support and How to Overcome Them
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This white paper explores 10 of the "worst practices" that are common to customer support operations. Each of these feature a section discussing how these worst practices can creep in to your contact center, and new ways in which to deal with them. We touch on how to eliminate well-intentioned management blunders that can hurt your performance from within, together with good and bad uses of support technology. Taken together, the guidelines in this report represent a summary of a new kind of best practices for support.
Get our free copy of the white paper today!
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[Full Article]
Sep-17-2009 |
White Paper: Communications Skills for Remote Support
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by Richard Gallagher, Point of Contact Group
Today's support transaction is a little more like meeting someone for lunch than reading scripts over a telephone, and like a powerful close-up mirror, these transactions can magnify both the strengths and weaknesses of your interpersonal skills and the quality of your support delivery. At an organizational level, these skills can in turn have a tremendous influence on your bottom line.
The good news is that specific, procedural techniques can dramatically change the effectiveness of your remote support agents, and give them the confidence to handle any support situation live on a customer's own computer.
This white paper, authored by communication skills expert Rich Gallagher and sponsored by LogMeIn, Inc., walks you through four specific steps that will help supercharge your customer relationships in an era of remote support.
Download your free copy today!
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[Full Article]
Sep-02-2009 |
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