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Industry Articles
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How to Retain Your People, part 2
by Allison Gross In last week's article on the retention hierarchy, we talked about how to push the Start button for an effective retention program, and how to set goals. This week our series continues with the next steps in the hierarchy - how to recognize the people who meet these goals (as well as how to look for a staffing partner that will provide you with the people you need to grow your business).
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Does Your Knowledge Need a Makeover? Part 1
by Livia Wilson To date, most knowledge environments haven’t produced the results we hoped they would. Companies have bought well-developed software; implemented good business processes enabled by the software, but a year down the road, most still haven’t realized the great ROI they thought they signed up for.
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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 Tailored Fit: Finding the Self-Service Experience That Works
by Francoise Tourniaire, Founder- FT Works and Mark Angel, Founder and CTO- Kanisa Customers with varying expertise, different levels of affiliation with the enterprise and with different problems need very different self-service experiences. How can you deliver the right form of help to each customer when they come to your web site? How can you create an appropriate online resolution process for particular "classes" of problems? How can you segment your customers and use that segmentation to deliver the right information and knowledge? Personalized, automated customer service is possible on your web site.
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Building Successful E-Business Support Centers
by Michelle Girard, Director, E-Business Deployment, Oracle Corporation Oracle has transformed its worldwide support organization into a globalized e-business, using our E-Business Suite and the Internet. This new support paradigm has given us the ability to move from a reactive environment to a proactive one. This presentation will discuss how Oracle has gone through that transformation, and the ROI we currently see.
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