How to Hire, Train, and Engage the Best

When it comes to servicing and supporting customers, it’s all about the people. Even if you’re implementing new self-help technologies and evolving the way you deliver support, your success is still dependent on the quality of people you have on staff. Like other parts of organizations, support operations are working under the pressure of shrinking budgets, staff reductions, and more. To deal with that pressure, support organizations are becoming more reliant on their top performers.

So, how can you hire, train, motivate, and retain the best and brightest support employees? The SSPA Top Talent for Service and Support industry study offers key findings that can help you understand what attracts and inspires top talent. This study is the most in-depth research ever undertaken to define the attributes and characteristics of top performing support staff.

Retaining top talent has never been more important to the success of your support organization. One of the key findings of the study shows that monetary reward, whether in the form of salary or bonus, is not the most important factor in attracting or retaining top talent. Though compensation consistently rated in the top three factors, recognition was the single most important factor in the motivation of top talent employees. Another related factor was whether the company had a program for identifying (recognizing) and cultivating top talent.

Based on the survey results, the study makes multiple recommendations for building a well-oiled support machine and developing more top performers as your organization moves into the future.

The SSPA Top Talent for Service & Support industry study is priced at $895.00. Current SSPA members may be entitled to receive the study as part of their membership. To find out more, contact John South, director of membership development, or call (858) 674-5491.

How do you handle price increases to your support maintenance?
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