Free Membership
Existing Members
Weekly e.Newsletter
Expert Insight
Tech Showcase
Breaking News
Research Center
Required Reading
Advertising Info
About Us
Site Search
|
| |||||||||||||
| The Top 10 Service and Support Best Practices | |||||||||||||
| By Peter J. McGarahan, Founder and President, McGarahan & Associates Keep this Top Ten Service and Support Best Practices list on the top of your mind as you engage with customers, team mates ands peers on a daily basis. Focusing on these Top Ten best practices will help you and your team improve the overall performance of the support operation. | |||||||||||||
| [Full Article] Sep-15-2008 | |||||||||||||
| The Impact of Self-Service on Contact Center Agents | |||||||||||||
| By Donna Fluss, founder and President of DMG Consulting LLC Introducing self-service applications into a contact center has a significant impact on agents. Successful self-service applications benefit customers while saving money for the enterprise, but they also change the volume and mix of calls handled by agents and create new challenges for both agents and their managers. | |||||||||||||
| [Full Article] Aug-21-2008 | |||||||||||||
| The Benefits and Perils of Team Scheduling in the Support Center | |||||||||||||
| By Penny Reynolds, Founding Partner, The Call Center School Over the last ten years, more and more organizations have moved toward self-directed work teams and the support desk world is no exception. The result has been better productivity, increased employee motivation, reduced bureaucracy, and continuous improvement in the work product being delivered. A big issue for the team concept in the call center lies in the schedule of team members. While some companies have teams where all members start, take breaks, and leave together, others may have teams where the members' schedules many have varying start times and breaks, and may even work different shifts. | |||||||||||||
| [Full Article] Aug-21-2008 | |||||||||||||
| Which Hotel Chain Does Customer Service E-Mail Best? | |||||||||||||
| By Leslie O'Flahavan and Marilynne Rudick, E-WRITE It's the height of travel season, so e-Write decided to conduct a (non-scientific) experiment to find out which hotel chain does customer service e-mail best. Here's what they did. Using the clever pseudonym "Jane Doe," they sent an e-mail query to hotel chains with properties near Chicago's Midway Airport. Within two days of sending the query, they received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. The quality of the responses was uneven, to put it politely. To see which hotels provided excellent service and which bombed, read this article. | |||||||||||||
| [Full Article] Aug-21-2008 | |||||||||||||
| A "Frank" Conversation | |||||||||||||
| By Peter J. McGarahan, Founder and President, McGarahan & Associates This article presents a fictional conversation between a Senior IT executive and a help desk manager names Frank. The conversation shows the challenges the help desk face when dealing with senior management and shows the importance of strong leadership. | |||||||||||||
| [Full Article] Feb-14-2008 | |||||||||||||
| |||||||||||||
