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| Customer Support Megatrends and Next Practices: 2010 Update | |||||||||||||
| As mobility, online communities and social networks collide with globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, increased expectations from CxO's and the imperative to build competitive advantage through all-channel customer support. Updated in 2010, this white paper discusses the eight megatrends transforming customer support organizations today, and best practices to make the most of the unique opportunities each megatrend presents. DOWNLOAD the white paper now! | |||||||||||||
| [Full Article] Jul-20-2010 | |||||||||||||
| White Paper: Customer Service in a Challenging Economy | |||||||||||||
| Ask yourself these 5 questions to analyze whether your organization is providing a customer service experience that differentiates you from your competition, and then implement a plan to take action. 1. Where are you hard to do business with? Consider your website, phone system, email response time, physical layout, process and policies. 2. What rules do you need to eliminate? Most rules are written for 3% of your customers. 3. Are you one mistake away from losing a customer? 4. Who needs to go? The right people are crucial to your company's success. 5. Would you want to do business with your organization? Read this white paper to discover strategies for improving the customer experience. Download Now | |||||||||||||
| [Full Article] Jul-15-2010 | |||||||||||||
| Research Insight: Average Speed to Answer, Wait Time and Handle Time | |||||||||||||
| Today, computers and mobile phones enable us to access information immediately, and in almost any location. It is in this environment that our customer's expectations have also evolved - they want to have their service and support inquiries answered and resolved immediately. A recent SupportIndustry.com survey of 50 senior-level service and support professionals asked participants what their Average Speed to Answer was. The largest majority - 32% - reported it took one minute or more to answer. View the entire report: | |||||||||||||
| [Full Article] Jun-08-2010 | |||||||||||||
| How Do You Avoid the 5 Big Mistakes Customer Service Teams Make? | |||||||||||||
| Customers expect and demand a positive customer experience and organizations that provide it are creating a powerful differentiator between themselves and their competition. However, customer support representatives are often overburdened and do not have the appropriate practices and technology in place for optimal performance. Read this white paper to discover. :: The 5 big mistakes customer service teams make :: Surefire ways to avoid these mistakes :: Lessons from organizations that adhere to best practices in service delivery to provide a superior experience each and every time they interact with their customers Download Now! | |||||||||||||
| [Full Article] May-31-2010 | |||||||||||||
| SupportIndustry.com Research: 2010 Service and Leadership Trends in Customer Support | |||||||||||||
| This groundbreaking survey assesses the state of customer service issues in the customer support industry: How our customers and agents are doing, how we are managing people and measuring performance, how effective our training and coaching is, and how we are using technology to get closer to customers. It is meant to be a snapshot of what we in the support industry fundamentally do and how well we do it. Get your free copy of the survey results. | |||||||||||||
| [Full Article] May-12-2010 | |||||||||||||
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