The New Best Practices for Problem Resolution
By David Kay, Principal - DB Kay & Associates

In launching DB Kay & Associates, my first priority was understanding the new best practices in the technical support industry. What are the areas of highest pain in the support center? What initiatives are high-tech support leaders taking to address their pain? What results are they seeing?
I conducted a rigorous study that included surveys and interviews with more than 35 executives in charge of customer support to get detailed answers to these questions and identify the driving trends behind them. This presentation uses real-world examples to:

• Describe the common challenges internal and external support organizations are facing
• Present the five New Best Practices: fundamental shifts leaders are making to meet these challenges
• Demonstrate the business benefits they deliver
• Explain how to apply them in your organization