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Industry Articles
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Ensuring the Ongoing Support of your KM Initiative
by Kent Heyman Knowledge management (KM) systems require care once they’re implemented. You must impose ongoing practices to maintain the effectiveness of the system, notably to encourage agents to use, contribute to, and refine the knowledge in the system. To ensure the ongoing success of the solution and the agents who use the system, it’s important to handle redundant questions efficiently, promote an environment where agents contribute knowledge, develop a formal quality assurance (QA) process, and to reuse the knowledge you’ve worked so hard to capture and format. Here are some techniques to maintaining your KM system.
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Executive Insight: KANA Shifts Focus to Service and Support
by Brian Kelly Noted CRM vendor and SSPA member KANA, Inc. recently released its Service Resolution Management (SRM) solutions which mark a shift in the company’s direction from offering traditional CRM applications to focusing on providing applications which handle the most costly part of a customer inquiry, the resolution.
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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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Measuring and Acting on Customer Loyalty: A Best Practices Model
by Monica David, Vice President Professional Services, CustomerSat, Inc. Loyalty means continued business, which in turn drives revenue. Keeping customers loyal is smart, effective business, and using loyalty metrics intelligently can help an organization improve loyalty among their most profitable customer segments. This presentation introduces a best practices model that includes processes that define and drive the collection and analysis of customer feedback that lets companies understand, predict, and drive loyalty.
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Staffing for Multi-Channel Support
by Jerry Concannon, Senior Consultant, Service Strategies Corporation Support managers must plan for and staff to provide support through multiple channels. In addition to traditional telephone support, real-time chat and asynchronous support channels such as e-mail, e-support, and callback support are also options for today’s support operations. This presentation shows how to develop plans and staffing models to accommodate multiple combinations of support channels.
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