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2009 Service and Support Metrics Survey: Research Results
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This year's survey results highlight support organizations’ continued adoption of better-integrated and responsive technologies, efforts to improve processes, and growing recognition of the strategic role of service delivery in corporate growth. Key metrics to benchmark your support operation are also captured.
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[Full Article]
Jun-03-2009 |
Best Practices for Coaching Your Support Team to Handle Anything
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This SupportIndustry.com white paper, authored by Richard S. Gallagher, Point of Contact Group, provides a step-by-step game plan for solving your support agents' worst nightmares, based on the author's experience in successfully "turning around" support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills -- both for how your agents respond to customers, and how you coach your team -- can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line.
Get the full white paper here!
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[Full Article]
Jan-14-2009 |
SupportIndustry.com White Paper: Changing The Way We Do Change
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In today's unforgiving economy, a single mistake can compromise your productivity and cause your customers to run to the competition. Yet global 2000 IT organizations continue to squander billions of dollars annually through lost productivity and lost revenue opportunities because they fail to automate and continuously improve their business processes.
Learn how the adoption of the ITIL-based Incident, Problem and Change processes, supported by a single point of contact (SPOC) Service Desk has enabled IT organizations to gain efficiencies in their support operations.
Get the full white paper here!
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[Full Article]
Jan-05-2009 |
Hosted CRM vs. In-House: Which Direction Should Your Company Take?
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One of the most animated arguments over the last couple of years has centered on the “where” of CRM: whether to deploy the technologies in-house or “rent” them, outsourcing their implementation to an application service provider. It’s a case, the arguments go, of cost vs. customization, time to productivity vs. control, accessibility vs. security, on-tap vs. on-premise, and so on.
Yet, as customer management technologies mature and deployment models prove themselves under real-world conditions, the two factions are becoming a little less polarized. One reason: people finally understand that in the tricky world of CRM — and despite early hyperbole to the contrary — no one size fits all. Today, in fact, the two models coexist in many large companies, answering differing enterprise and divisional needs. Further, some traditional suite providers, witnessing the popularity of hosted offerings and recognizing the benefits for customers, are now providing their own software through outsourced models. Businesses, it seems, have more choices than ever before and — thanks to better planning, more options, reasonable expectations, and experience — better odds of succeeding.
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[Full Article]
Feb-20-2005 |
Workforce Optimization: Combining People, Processes and Technologies
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How complex is managing a contemporary contact center? Only as complex as the people comprising the workforce, and that makes it very complex indeed. While delighting customers is of the highest priority for customer service-driven businesses, it’s not the only one: in order to satisfy customers, management must also satisfy the individuals responsible for serving those customers. Get your free copy of this informative paper (please note: you will need your member log-in to view this resource paper).
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[Full Article]
Feb-20-2005 |
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