| Industry Articles |
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. The study explores
key industry topics including Global Services; Customer Relationship
Management; Call and Electronic Incident Management; Problem Escalation
and Resolution; Online Services; Customer Satisfaction; Staffing,
Salary, and Performance Management; Training & Certification;
Business Metrics and Budget & Finance; Support Program pricing
and structure and Outsourcing. This annual Study provides a unique
snapshot and an insider's view on how tech support is delivered. |
|
San
Diego, CA 92127
Tel: 858-674-5491
Fax: 858-674-6794
