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Industry Articles
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Managing an Outsourcer:
6 Steps to Success
by Francoise Tourniaire You’ve heard
the stories about dashed outsourcing dreams: the training that
went so badly it had to be done again, at great cost; the escalation
rate that was five times as high as planned; the team that never
quite got it, causing all kinds of customer complaints; and more.
How do you avoid problems like this? By structuring the relationship
properly to begin with, and by investing significant training
resources upfront. Beyond that, here are the 6 steps to maintaining
a successful outsourcing relationship.
Full
Article
What
Is Content? Part 1 of 2
by Scottie Claiborne Browse
any webmaster forum or read web tutorials and you’ll find
that nearly all the experts these days recommend that you have
lots of good content on your site. Sounds like good advice, doesn't
it? But what does it mean?
Full
Article
Should Support Reps
Fear Being Replaced by a Knowledgebase?
by Kathleen T. Masterson A coworker recently
ran into an old client contact and asked if he still worked for the
client firm. “We never hear from you anymore. We thought you
left the firm.” This is what the client said: “Why in
the heck would I need to call Support when I can go search the Knowledgebase
and get everything I need? You guys have everything on there. I just
haven't needed to call.”
Full
Article
Measuring the Success of Online
Customer Service
by Jim Sterne, President- Target Marketing Your
website is serving pages, but is it serving your customers?
Online customer care ranges from simple, self service applications
to complex communication systems. Are they worthwhile? How
do you tell? Jim Sterne, author of both "Customer Service
on the Internet" and "Web Metrics" brings these
two subjects together in a big way.
Full
Article
What If Your Business Was a Restaurant?
by Randy Spratt, Sr. Vice-President- McKesson Information
Solutions The dining
industry lives and dies by a brutal and demanding customer
feedback system. Software businesses have many of the same
business drivers and business conditions, and the quality of
products and services is an increasingly important consideration
when selecting technology purchases. Randy Spratt presents
an executive view on driving a quality-oriented culture into
an organization in an organic fashion, with practical examples
drawn from McKesson's experience with quality programs in support,
development, services, and infrastructure.
Full
Article
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