The Future of Certification - Complimentary IDC White Paper

Support Center Practices Certification - IDC research shows that a growing percentage of product purchase decisions are made based on the quality, reliability, and reputation of a vendor's support organization. Many companies' support organizations are increasingly relied upon to serve as a key differentiator compared to their competition while having a direct and positive impact on customer satisfaction and loyalty.

As a result, the Support Center Practices (SCP) Certification program has become one of the most recognized quality benchmarks for IT services support centers and help desks. SCP Certification quantifies the effectiveness of an organization's customer support based upon a stringent set of performance standards and industry best practices.