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Industry Articles
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Using Customer Roadmaps to Manage Your Important Accounts
by Sandra Houppert It takes many people to keep one large customer happy. The more important a customer is to your organization, the more people are typically involved in maintaining a high level of customer satisfaction. Regardless of the size or composition of the support team, there should be just one person who owns the customer relationship.
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How to Retain Staff, part 1
by Allison Gross The call center industry could be the only place where managers feel they have a successful retention program if staff turnover is only 30% a year. In just about any other business, a 30% turnover rate would be catastrophic. Most of us in the call center business accept the conventional wisdom that the high turnover rate is simply the cost of doing business.
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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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A Customer Case Study: Remote Access Management for Enterprise Storage
by Renee LaLonde, Director CS Business Systems, Network Appliance, Inc. &
Dale Calder, President & Founder, Axeda Systems, Inc. Global 2000 corporate IT departments have traditionally been expected to monitor and manage the uptime, availability and performance of their enterprise infrastructure solutions, comprised of storage, databases, networks, operating systems, enterprise software, and servers.
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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 In this session we’ll show how the Computer Systems Division of Toshiba America Information Systems (TAIS) is using their website’s “Ask Iris” feature (a web-based search system using Natural Language Processing technology delivered by WexTech’s AnswerWorks), AnswerWorks Analytics Reports, and online surveys to better understand its customers’ needs and to provide superior self-help.
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