The SupportIndustry.com Leadership Series: How to Hire, Lead and Motivate Your All-Star Support Team 

In case you missed our recent webinar series," How to Hire, Lead and Motivate Your All-Star Support Team," you can now view them on-demand!

When you register, you will also receive a copy of the slides and an informative article on the same topic. The feedback from all of these events was overwhelmingly positive. Each webinar is chocked full of content and the slides are a valuable resource for any support center professional.

Click below to view these events:

View the On-Demand version of Webinar Part I: Hiring for Great Service: How to Screen, Attract and Retain Top Support Talent

View the On-Demand version of Webinar Part 2: Leading Support Teams: The Mechanics

View the On-Demand version o Webinar Part 3: Your Cast of Characters: Team Building in a Support Center

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Six Trends Every Support Organization Must Know

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's support 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 this interactive webinar to learn:
-- Why 2011 is the year for cloud computing
-- Whether social media support channels will join the mainstream
-- What does – and doesn't –work in training your support team
-- Popular support automation tools

View the webinar today!

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Measuring Smart: Incorporating Social Media into Your Traditional Service Metric Mix

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.
-- And more…

View the webinar today!

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Back to the Basics: Best Practice Strategies for Creating a Highly Efficient and Effective Support Organization

Service organizations are confronting continuous pressure to drive productivity gains and need to revitalize their service strategies. They must launch permanent improvement initiatives that are tightly linked to performance and financial metrics.

Hear industry thought leader Peter McGarahan as he discusses and prescribes best practice strategies for creating an efficient, effective service delivery organization.

View this interactive webinar to discover:

-- Key steps for assessing needed improvements in your organization
-- How to ensure your service strategy is aligned across all components
-- Proven practices for achieving better efficiencies with your resources
-- And more…

View the webinar today!

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Support for Mobile and Social Media Environments – Survey Results

How are support operations evolving to assist customers on their mobile devices and in social media environments? A new survey from SupportIndustry.com reveals that these two factors are forcing a major paradigm shift in the customer support industry.

Watch this webinar with industry expert Rich Gallagher as he explores the survey results and key trends in customer support. Gallagher details how mobile support environments and social media have quickly become very real issues for service providers and how these factors will fundamentally transform support in 2011 and beyond.

View this interactive webinar to discover:

• Why most support operations will adopt a mobile support strategy in 2011
• Directions for social media support
• The future of web chat as a support channel
• And more...
  

View the webinar today!

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