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| 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 | |||||||||||||
| Research Insight: Effectively Measuring Customer Loyalty | |||||||||||||
| Customer loyalty is critical to the success and profitability of any business. But what exactly is it? Customer loyalty can be defined as the feelings or attitudes that would cause a customer to consider re-purchasing a particular product or service, continue to do business with a company or be faithful to a specific brand. A recent SupportIndustry.com survey of senior-level service and support professionals found that while most companies recognize the importance of customer loyalty, they vary on how they actually measure it. When asked if they currently measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals, nearly 62% of participants reported that they do not. Click here to get a full copy of the results: | |||||||||||||
| [Full Article] May-04-2010 | |||||||||||||
| White Paper: Tools and Technologies To Maximize Your Support Center's Potential | |||||||||||||
| Companies understand they must deliver the best possible customer experience each time they get the opportunity and, further, leverage every opportunity to deepen customer relationships. Ultimately, delivering that experience depends on ready access to accurate customer data. It's a straightforward goal, but creating high-level customer visibility into customer data and making it accessible to relevant parties -- agents, partners, customers -- requires that support organizations surmount a number of inherent challenges. Read the full white paper. | |||||||||||||
| [Full Article] Apr-14-2010 | |||||||||||||
| SupportIndustry.com Research Insight: Cost Per Contact (Phone & E-Mail) | |||||||||||||
| One question on the minds of many support professionals is how their organization's support costs measure up to what other's are achieving. In an effort to gain insight into this question, SupportIndustry.com recently asked members to report their cost per contact for both the phone and e-mail channels. Nearly 70% of respondents report that the cost per for the phone channel is $24 or less at level 1, and 54% of respondents report their cost per e-mail for Level 1 is less than $10. Read the full research brief. | |||||||||||||
| [Full Article] Apr-14-2010 | |||||||||||||
| Whitepaper: Service and Support, Made to Measure - Using Analytics to build a Roadmap to Success | |||||||||||||
| Adding knowledge management to case management makes service and support harder to measure. For example, how many articles should be written? As anyone who has waded through an overgrown, under-maintained knowledgebase can tell you, more content is not better, unless each article is a high quality, unique, findable, usable solution that answers a question users really ask. It's difficult to know what the right amount of content is in advance. There's no simple trick to using metrics to optimize today's increasingly complex service and support operations. But, in conjunction with our customers, we've developed five measurement principles that lead to success. Read the free white paper now. | |||||||||||||
| [Full Article] Apr-12-2010 | |||||||||||||
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