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SSPA PERSPECTIVE |
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SSPA Spring 2008 Recognized Innovators Usability, Voice of the Customer, and Root Cause Analysis By John Ragsdale, Vice President of Technology Research, SSPA For the Spring 2008 Recognized Innovator Awards, SSPA Research selected three categories that embodied the SSPA Best Practices 2008 Conference theme of "Essential Elements of Support." Usability is at the root of many technology project successes and failures—an application must be simple and intuitive for true adoption to be achieved. Technology to enable voice-of-the-customer initiatives streamlines the capture of customer feedback as well as delivering actionable customer intelligence. Root cause analysis should be a core part of every technical support operation, making sure you aren't treating just the symptoms of a larger issue. This article highlights the leading organizations who were finalists and winners in each of these categories. > MORE |
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Servicing the SMB Marketplace: |
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SSPA "Best Practices 2008" Blog |
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FEATURED ARTICLES |
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Measuring Service Effectiveness By Frederick C. Van Bennekom, Dr.B.A., Principal and Founder, Great Brook Performance measurements help guide organizations to achieve their goals. Service organizations have conflicting objectives. They strive to be both efficient in resource use and effective in the quality of service as perceived by customers. But how to measure service effectiveness? This article presents a framework for measuring service effectiveness—from call monitoring and mystery shopping to customer surveys, focus groups, and complaint solicitation. The key finding is that a portfolio of approaches is needed to provide comprehensive and balanced measures of service effectiveness. | |||
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The Seven Skills of Highly Effective Support Staffers By Francoise Tourniaire, Founder and Principal, FT Works What makes a support staffer successful? There is a small set of common characteristics of highly successful support staffers. Some skills are built in: You'd better hire people who are wired that way, as there's little you can do to change their natural bent. But all skills can be enhanced and developed further through appropriate training and management practices. | |||
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No More (Support) Tiers! By Phil Verghis, President, The Verghis Group, Inc. The "tiered" model of support can seem disconcerting to both savvy customers and support staff. From the customer's point of view, starting at the bottom level and answering basic questions can be frustrating. From the staff's point of view, it is considered a necessary rite of passage—beginning at the bottom in order to move up to greener pastures. This article discusses a newer emerging option for live support. |
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The Wiki Way to Support Knowledge By David Kay, Principal, DB Kay & Associates As wikis become part of the corporate mainstream, they're shaping the way that people think about creating and maintaining content. Wikis are working examples of many of the core principles of KCS: contribution of knowledge by the many, for the many, collective ownership of knowledge quality, and technology that keeps things simple for users. This article describes how wikis combine the features required to enable knowledge in a way that's flexible and that engages customers more than traditional knowledgebase solutions. |
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