|
Industry Articles
|
Completing the Resolution Loop:
The Service Lifecycle - Knowledge Management through Self-Service
CRM
by Greg
Cicio
The customer is king. Or so the mantra goes. But in execution, customer
service remains a tenuous balance between improving customer satisfaction
and managing the cost to serve. And not all customers are, in fact,
equal.
Full
Article
How To Improve Customer Service
by Doug Howardell "Our
customers are revolting! They are demanding more for less. They want
world class products and services. They want it all and they want
it now. If we can't provide what they want, they will find some one
who can. Customer loyalty is a myth formed in the mist of our distant
past. We must be closer to our customers then ever. We must provide
great customer service."
Full
Article
Excerpts from SSPA Research Reports
by Ron Johnson Are
you frequently searching for statistics; trends; data analysis and
other research reports? Are you looking for information on best practices
in customer relationship management; global services or staffing and
resource allocation?
Full
Article
The SSPA Support Industry Benchmark
Study - Where Are We Today? Where Are We Heading Tomorrow?
by Bill Rose, Founder/CEO, SSPA
Bill will review the findings of the SSPA Support Industry Benchmark
Study, the fifth in a series of annual studies used to provide a comprehensive
review of service industry practices, performance indicators and operational
metrics.
Full
Article
Measuring Your Support Center Through
KPI’s
by Perry Kelly, Director Worldwide Support Products- Cognos
As a support center manager, you have countless responsibilities
and constant demands on your time. You need to ensure that customers
are satisfied, that employees are managed effectively and that all
of your operational resources are fully optimized.
Full
Article
|
|
San
Diego, CA 92127
Tel: 858-674-5491
Fax: 858-674-6794
