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Industry Articles
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What Great Service Leaders Do
by Chip R. Bell and John R. Patterson It all started with an exercise at an executive retreat. We had been queried by participants throughout the session to reveal what “walking the talk” looked like for a service leader.
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Measure the True Value of First Contact Resolution
by Julie L. Mohr In 2002, industry analysts determined that the cost per call on average was around $18. Recent research suggests the cost has risen to be closer to $19.00. If the call was escalated to a technical support partner, the cost increased to around $50. ?? Do you have any updated numbers??
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Call for Authors
by David Kodama Want to see your name in print? Do you have knowledge, ideas. or experiences to share with your peers? The SSPA News community now has more than 24,000 subscribers so your efforts will be well-read by other support professionals.
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How to Achieve Industry-Leading Customer Satisfaction with Award-Winning Support
by David Dickerson, Director LEGATO Global Services - LEGATO Software (A division of EMC) This session will provide you with an overview of what it took to achieve this remarkable transformation of the support organization and award-winning customer satisfaction results – along with practical advice about encountered challenges.
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Boosting Support Center Performance and Profitability through Web Support: A Citrix Systems Case Study
by David J. Hersh, CEO- Jive Software and Griff Williams, Program Director Technical Support Services- Citrix Systems This presentation describes the technologies and implementation techniques that are allowing Citrix to free up resources and focus on proactive support.
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