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Industry Articles
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Best Practices for Knowledge Management: Pre-Implementation
by Kent Heyman What you do before you actually implement your knowledge management solution is crucial to your success. Here are some pre-implementation steps to help ensure your implementation process flows smoothly, with minimal interruption to your business and employees.
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How to Handle Foreign Accents
by Nancy Friedman With so many technology vendors expanding their geographic footprints, it’s becoming more common for tech support reps to talk with people whose native language isn’t their own. Being ready and able to deal well with accents is critical to your support center’s success. This capability is also important as companies set up localized support centers or outsource support to other providers.
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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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The New Best Practices for Problem Resolution
by David Kay, Principal, DB Kay & Associates There are several core challenges that are common across service and support regardless of industry. Increasing customer bases, expectations, multi-vendor issues, and more are stretching support organizations. In the face of these challenges, executives are focused on new approaches to problem resolution. This presentation offers five new best practices for improving your support organization’s problem resolution processes.
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Managing People – Recruiting and Motivating a Multilingual Support Organization
by John Hartfield, Manager, Support Delivery EMEA, Rockwell Automation Rockwell’s project to regionalize its support across Europe took two years and resulted in the development of two new centers that now provide multilingual support across Europe. These centers are part of the company’s global 24 x 365 support operation. This project was then extended to Asia Pacific. Key aspects of the success have been the recruitment and motivation of support staff, extensive investment in staff, training, mentoring and efficient tools customer feedback and successes. This session discusses how to motivate different groups of people, their expectations and problems with relocation, culture, and communicating in different languages.
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