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Industry Articles
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What is Content? Part 2 of 2
by Scottie Claiborne Both
search engines and customers love fresh, updated information.
Some people groan at the thought of having to work so hard at
adding new content, but it's not as complicated as you think!
Full
Article
Customer
Support Organization
by Henry Goettler and Kristine D. Vallila Remember
Gerhard? Our support hero helping the power plant in your neighborhood
shorten the power outage and make a massive problem seem like the
flickering of an old light bulb that needs to be changed?
Full
Article
Getting
Maximum Value From The Six Touch Points Of Communications
by Nancy Friedman Are you aware
of all the 6-touch points of communications? The 6 ways you can
enhance or foul up a business or a personal relationship? You
should be familiar with them all. Let’s go over each point...because
throughout the day, both in business and our home life, we all
have the ability to "touch" people in a variety of
ways. And with each point there are pros and cons. Here we go.
Full
Article
Understanding Offshore Outsourcing
Pros & Cons
by Moderator- J.B. Wood, SSPA Corporate
Board Many companies are joining the current trend
of exploring and establishing offshore outsourcing support
centers to countries such as India and the Philippines. Is
this a trend that will prove successful and beneficial for
your company? Or, will it be a failure like some companies
have experienced? This expert Power Panel will explore the
pros and cons and provide you with extensive information that
will show you how to enhance the successes and avoid the pitfalls
for your company and customers.
Full
Article
Improving Agent Performance Through
Information Visualization
by Harlan Hugh, President, CTO and Co-Founder, TheBrain
Technologies Corporation In
a support center getting the right answers to your customers
as fast as possible is critical. Presenting information clearly
and intuitively to customer service agents can significantly
improve performance. This seminar will cover successful implementations
of knowledge management and the key criteria for success specifically
related to the service and support organization. TheBrain Technologies
will discuss how to create optimized views of information for
different agents and the products you support.
Full
Article
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Diego, CA 92127
Tel: 858-674-5491
Fax: 858-674-6794
