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| SupportIndustry.com Research Insight: First Contact Resolution | |||||||||||||
| Successfully addressing your customer's need the first time they contact you - or better known as First Contact Resolution (FCR) - is an important metric for any support organization to measure. In many cases, a higher level of FCR can be directly correlated to higher customer satisfaction levels, which leads to increased customer loyalty. According to recent survey in March 2010 by SupportIndustry.com, 59.7% of support professionals responding indicated their company currently measures FCR. Read the full research brief! | |||||||||||||
| [Full Article] Mar-08-2010 | |||||||||||||
| The 10 *Worst* Practices for Technical Support and How to Overcome Them | |||||||||||||
| This white paper explores 10 of the "worst practices" that are common to customer support operations. Each of these feature a section discussing how these worst practices can creep in to your contact center, and new ways in which to deal with them. We touch on how to eliminate well-intentioned management blunders that can hurt your performance from within, together with good and bad uses of support technology. Taken together, the guidelines in this report represent a summary of a new kind of best practices for support. Get our free copy of the white paper today! | |||||||||||||
| [Full Article] Sep-17-2009 | |||||||||||||
| White Paper: Communications Skills for Remote Support | |||||||||||||
| by Richard Gallagher, Point of Contact Group Today's support transaction is a little more like meeting someone for lunch than reading scripts over a telephone, and like a powerful close-up mirror, these transactions can magnify both the strengths and weaknesses of your interpersonal skills and the quality of your support delivery. At an organizational level, these skills can in turn have a tremendous influence on your bottom line. The good news is that specific, procedural techniques can dramatically change the effectiveness of your remote support agents, and give them the confidence to handle any support situation live on a customer's own computer. This white paper, authored by communication skills expert Rich Gallagher and sponsored by LogMeIn, Inc., walks you through four specific steps that will help supercharge your customer relationships in an era of remote support. Download your free copy today! | |||||||||||||
| [Full Article] Sep-02-2009 | |||||||||||||
| 2009 Service and Support Metrics Survey: Research Results | |||||||||||||
| 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. Get your free copy today! | |||||||||||||
| [Full Article] Jun-03-2009 | |||||||||||||
| White Paper: Achieving Sustainable Business Growth with a Total Global Support Solution | |||||||||||||
| IT and Support departments can now be viewed by the organization as contributing to revenue growth by the utilization of remote support. Remote support increases revenue opportunities by: -- Improving the customer experience and creating measurable value for the customer and provider alike -- Serving as a powerful branding tool improving customer interaction with your brand -- Enabling fast-growth organizations to penetrate new markets -- Providing a dynamic opportunity to resolve customer issues and create an opportunity for up sells and retention Click below to download the whitepaper! | |||||||||||||
| [Full Article] Apr-21-2009 | |||||||||||||
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