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| Best Practices for Coaching Your Support Team to Handle Anything | |||||||||||||
| This SupportIndustry.com white paper, authored by Richard S. Gallagher, Point of Contact Group, provides a step-by-step game plan for solving your support agents' worst nightmares, based on the author's experience in successfully "turning around" support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills -- both for how your agents respond to customers, and how you coach your team -- can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line. Get the full white paper here! | |||||||||||||
| [Full Article] Jan-14-2009 | |||||||||||||
| 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: Using Web-based Support Tools to Improve Customer Service | |||||||||||||
| Those companies that see a solid return on investment on their service and support initiatives overcome a number of technology challenges. In their quest to drive customers to less-expensive service options, businesses must address service integration issues and create a consistently satisfying experience. They’re charged with developing a single view into customer profiles both to improve service quality as well as to segment the customer base according to status. Find out more! This informative white paper from supportindustry.com and sponsored by LogMeInRescue and Parature, examines the latest trends and technologies in using Web-based support tools to improve customer service. Get your copy today! | |||||||||||||
| [Full Article] Jun-27-2007 | |||||||||||||
| Hosted CRM vs. In-House: Which Direction Should Your Company Take? | |||||||||||||
| One of the most animated arguments over the last couple of years has centered on the “where” of CRM: whether to deploy the technologies in-house or “rent” them, outsourcing their implementation to an application service provider. It’s a case, the arguments go, of cost vs. customization, time to productivity vs. control, accessibility vs. security, on-tap vs. on-premise, and so on. Yet, as customer management technologies mature and deployment models prove themselves under real-world conditions, the two factions are becoming a little less polarized. One reason: people finally understand that in the tricky world of CRM — and despite early hyperbole to the contrary — no one size fits all. Today, in fact, the two models coexist in many large companies, answering differing enterprise and divisional needs. Further, some traditional suite providers, witnessing the popularity of hosted offerings and recognizing the benefits for customers, are now providing their own software through outsourced models. Businesses, it seems, have more choices than ever before and — thanks to better planning, more options, reasonable expectations, and experience — better odds of succeeding. | |||||||||||||
| [Full Article] Dec-01-2004 | |||||||||||||
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