Deliver multilingual, cross-cultural support
by Michael Rosenblatt Delivering support content in a single language can be frustrating. Multiplying that by five or ten languages can be downright daunting and intimidating. However in today’s global business environment, delivering localized language support can be a significant differentiator if not an imperative.
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Intercepting “Warm-Chair Attrition” in Your Support Center
by Kathleen T. Masterson The July 27, 2004, Consumer Confidence Index indicates perceived optimism about the short-term future and an expectation that the employment outlook will continue to brighten as we move forward. However, the DOW Jones Industrial Average recently hit the year’s low point, oil prices continue to remain high, interest rates are inching up and some cite a “deterioration” in technical stocks. Signals are mixed. This state of confusion is reflected in the numbers as public opinion polls are published on the economy, the war and this year’s presidential election.
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How to Make the Customer King for Pennies Per Day
by James Morehead, Senior Director Product Marketing - SupportSoft and Scott Camp, National Market Leader End User Support - IBM Global Services Businesses that succeed in a flat economy do it by boosting efficiency and beating down cost, since the key way to gain sales is to grab market share from competitors. How do companies do this? For many enterprises, the answer is to focus on customer support and service.
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Mission Critical Success Factors
By Aydin Erol, Manager, Customer Services, SWIFT S.C. The first requirement of providing world class support for mission critical systems is a clear understanding of the importance of the supported systems to the business. What if the business in question is a global financial system? What happens if something goes wrong and the supported system is not available, even for a short while? What is the impact at local, regional & global level?
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