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White Papers

White Paper: Measuring the Return on Knowledge
Read this insightful report "Measuring the Return on Knowledge" to learn the potential impact of knowledge management to yield cost efficiencies as well as provide the catalyst for meaningful transformation of service into a high-performance, customer-focused organization.

This report is based on recent studies by ServiceXRG including: Knowledge Management, an in-depth study of Knowledge Management strategies and best practices; Strategic Account Management, a focus on strategies for managing high-value accounts; and a recent study of User Perceptions of service based on interviews with 350 enterprise technology users and IT professionals.

Click here to get your complimentary copy, courtesy of KNOVA.
[Full Article] Jun-15-2008
White Paper: Improving Customer Service Using Web-based Support Tools
In the realm of service and support, the Web has made its mark.

Since a business's Web site is the first place many customers go today when they’re in need of service, it's imperative that what they find there -- the search tools, the breadth and depth of content, easy escalation paths, the tools that aid in speedy resolution -- meets their needs. Each visit presents the business with the opportunity to impress and influence existing and potential customers.

Find out more! This informative white paper from SupportIndustry.com examines the latest trends and technologies in using Web-based support tools to improve customer service.
[Full Article] May-22-2008
2008 Service & Support Metrics Survey Results Released
Parature and Supportindustry.com have announced the release of a free white paper outlining the results of the 2008 Service & Support Metrics Survey. This annual survey, conducted in February 2008 by Parature and SupportIndustry.com, was designed to explore the state of enterprise service and support – current industry trends, future plans, technology adoption, workforce issues, benchmarking strategies, metrics and other areas. Respondents were comprised of high-level executives responsible for a range of internal help desk and external customer-facing functions and representing vertical sectors across industry.

View the results!
[Full Article] May-08-2008
White Paper: Turn Out of Warranty Tech Support Calls Into Revenue
Click below to download this white paper and see how Sutherland developed an innovative program to generate revenue from out of scope tech support calls.

Sutherland Global Services helped this client manage explosive growth and established a new channel to support tech support activity. This whitepaper will show you:
  • How to effectively handle increasing call volumes without impacting customer satisfaction

  • A unique solution to ensure that warranty support calls are routed effectively

  • How to turn out of warranty calls into revenue generating activity

    • [Full Article] Apr-23-2008
    Case Study: Meineke Car Care Centers
    Looking to reduce your helpdesk response time and speed resolution without increasing costs? Meineke Car Care Centers did just that -- the IT team at Meineke hung up the phone and started instead solving issues over the Web. They use LogMeIn Rescue and cut support times in half.

    See the case study.
    [Full Article] Apr-22-2008
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