The Premier Event for Technical Support: Learn More!
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Asking Applicants the Right Questions SSPA Members Share Best Practices for Support Rep Interviews By John Ragsdale, Vice President of Research, SSPA In this article you will gain insight into the latest collaboration topic—and subsequent best practices—from SSPA’s SMB members. The topic is: ‘best practice’ behavioral questions to ask when interviewing technical support representative candidates. Behavioral questions help assess applicant potential in many areas key to support representative success, including problem solving skills, communication skills, teamwork, cultural fit, and tolerance for stress. This article puts the most important interview questions within reach. > MORE |
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| FEATURED ARTICLES |
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The Motivation Game By Francoise Tourniaire, Founder and Principal, FT Works Having worked with over 100 support organizations, Francoise Tourniaire isn’t typically surprised by finding both extremely motivated and extremely unmotivated people in every type of company and working environment—from the most dismal to the best-managed. In this article, she asks (and answers) the question, “what can we do to motivate people?”, and unveils two secrets that have the potential to create an environment that allows motivation to flourish for the long term. |
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IVR Surveys: The Good, Bad and the Ugly By Fred Van Bennekom, Dr.B.A., Principal, Great Brook Customer surveys can be conducted using many different technologies. Phone surveys, mail surveys and web surveys are the best known means. A more recent addition to this list is IVR surveys, also known as automated phone surveys. In this article Fred Van Bennekom examines the strengths and weaknesses of the IVR survey approach, and uses a recent experience with a large consumer retail company to illustrate important points. |
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Does Your Customer Experience Grant Permission? By Jim Graham, Directing Consultant, Maximum Business Advantage Front line employees and clients are the organization’s customer experience experts. A three step feedback system accepts, analyzes, and implements feedback from clients and front line employees. Feedback qualification is an opportunity to ensure alignment with business objectives and the organization’s Mission, Vision, and Values. Feedback can differentiate organizations from competitors on service excellence. |
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What Your Knowledge Does Not Know—May Kill It By Livia Wilson, President & Co-Founder, Outsights, Inc. Most knowledge management systems go on life-support during the first two years after implementation. While most users resort to other means to get to information, a few zealots continue the quest to really make it work. Then after three years, the business decides to pull the plug and start over, either by buying replacement technology or re-launching the existing technology. What your knowledge does not know—how to stay lean, viable and healthy—will ultimately destroy it. |
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A Strategy for Proactive and Predictive Services By Mack M. Coulibaly, Director of Technical Services, Cisco Systems Buried in the rich set of CRM data are clues of what makes customers successful and what drives them nuts. We need strong analytical tools to extract the knowledge which can be formulated into analytics and business intelligence. This article describes how building innovative approaches to transforming CRM data into key performance indicators, trends, composite indices and ancillary statistics is an important part of a proactive and predictive service model. |
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