Best Practices 2008: May 4 – 6
> Technical Support's Premier Event – Learn More
Technology Services Europe 2008: April 2 – 4
> The Next Wave of Business Growth
IN THIS ISSUE
Human ♥ Edge Q: Morale would be a lot better if a handful of our reps weren't always complaining about one thing or another. How can I get them to see the bright side? A: By Malcolm Carlaw, co-author: Managing and Motivating Contact Center Employees
SSPA Service Leadership |
SSPA UPDATE |
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| SSPA Publications: A New Look for 2008 2008 heralds the arrival of three new publications for SSPA:
Bottom line: Variety and depth on a range of topics, aimed to satisfy both your professional interests and your curiosity. Keep an eye out for these new publications! |
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| SSPA PERSPECTIVE |
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Preparing For the Future:
Building a Support Succession Plan That Works By Bill Rose, VP of Services Research, SSPA & AFSMI There is one plan for your support organization that—if done right—will have significant, lasting benefits for your company's future—succession planning. While succession planning may have its challenges, the benefits will become evident the first time you lose a VP and don't have to go outside the company to find a replacement. This article—written by SSPA Founder and VP of Services Research Bill Rose—explores the keys to succession planning success. > MORE |
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2008 SSPA Member Technology Heat Map By John Ragsdale, Vice President of Technology Research, SSPA Last year, John Ragsdale published the first "SSPA Member Technology Heat Map" which detailed the level of support technology adoption across 21 functional areas spanning CRM, contact center, eService and field service applications. For the 2008 SSPA Member Technology Survey, three new product categories were added: enterprise CRM, intelligent search and wikis. This article gives you the first look at the 2008 survey results. > MORE |
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FEATURED ARTICLES |
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Reengineering Customer Support Dramatic Improvements from Dramatic Change By Dave Brown, President, Support Center University Reengineering is not a simple endeavor, and can even be an intense—sometimes painful—journey. However, the result is typically a quantum leap improvement in service levels, service quality, and a coinciding improvement in efficiency that reduces operating expenses. This article explores the most sensible considerations to reengineering customer support—how to weigh the potential benefits versus the effort and cost before embarking on reengineering. |
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Developing Customer-Centric Services Managers By Joe Patton, Chairman and CEO of Patton Consultants Developing customer-centric service people is fundamental to effective field service operations. I recently heard a tirade from an angry customer complaining to a store clerk that he (the customer) was standing with money in hand to pay for a purchase when the store phone rang and the clerk kept the customer waiting during the phone conversation. Several people in the area commented that they were glad the customer sounded off because they encounter similar situations all too often... |
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Making Unhappy Customers Happy—and Happy Customers Even Happier By William K. Pollock, President, Strategies For Growth Dealing with irate customers, making unhappy customers happy, and making happy customers even happier are all variations on the same theme—typically they differ by degree only. In fact, it may be easier to make unhappy customers happy than to make happy customers even happier. Read on to see how you can best deal with the distinctions that separate one scenario from the other. |
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Seven Constructs That Create a Customer-Focused Culture Service and support organizations with a customer-focused culture create customer loyalty—the key to profits and growth By Shellina Damji, Kepner-Tregoe, Inc. Customer loyalty is being created by organizations with a customer-focused culture and with the customer loyalty, comes key profits and growth. In this article, Kepner-Tregoe's Senior Consultant discusses the "7 Cs" of the customer-focused culture and how they are the essential building blocks of creating and sustaining the loyal customer base. |
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