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Industry Articles
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Selecting a Remote Support Solution:
Key Considerations
by Jack Chawla, Manager, WebEx Support Center
Many successful companies like Lawson Software, Rational, and Microsoft
have seen the benefit of adding remote support capabilities to their
overall support infrastructure. Remote Support gives the Technical
Support Representative (TSR) real-time access to a customer’s
computer without physically traveling to the customer location.
Full
Article
Knowledge Management: From Nebulous To
Necessary For Customer Service
by Jessica Jordan It
takes more than just technology to maintain customer relationships.
It takes improved business processes and a method for providing customers
with the information that they demand in an efficient and effective
manner. This is where knowledge management (KM) comes in to play in
the customer interaction center.
Full
Article
Staffing for Web Support
by Francoise Tourniaire Web
support, if well done, has the wonderful potential of delivering both
customer satisfaction and lower costs. What does it really take to
create and sustain a solid web support offering?
Full
Article
Service Leadership: The Next Five Years
by Mike Maples, Co-founder and Chief Strategist,
Motive Communications and
Harry Cook, Sr. Global Customer Support, Hyperion
Over the last five years, software companies have used support portals,
email response, and other web-based support to slash support costs,
increase customer satisfaction, and gain service leadership.
Full
Article
The Impact of Microsoft .NET on the Technical
Support Community
by Mark Perry, Senior Director, Windows Engineering Services Group-
Microsoft Corporation During
this discussion, we’ll touch on the areas of software infrastructure,
software development/tools, software deployment/tools, and evolution
of support related to software as a service and how Microsoft is transitioning
its support community to meet these new advancements in technology.
Full
Article
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