SSPA Introduces Value-Added Support
What Your Company Needs to Know Today
By Trisha Bright, VP of Member Programs, SSPA
Technology services have not significantly changed in the last 40 years—despite all the underlying changes in the technologies they support. But the momentum of market forces—specifically, increasing product complexity and decreasing product costs—is quickly making that traditional model unworkable. A new model is emerging, called
Value-Added Support.
> MORE
SSPA Announces New Industry Blog
Ragsdale’s Eye On Service exposes industry gossip, explores hot trends and reviews innovative products. Written by John Ragsdale, VP of Research, SSPA.
In-Home Consumer Services
Hottest In-Home Options and Influencers
By John Ragsdale, VP of Research, SSPA
February’s Topic of the Month for SSPA Research is consumer in-home services, based on a recent study of 1,000 consumers who had recently purchased, or planned to purchase home theatre or home office equipment within the next year. In this article, we will explore what in-home service options are finding the greatest adoption by customers, and what are consumer influencers for in-home service purchases.
> MORE
Xerox – Dedicated to Customer Success
By Becky Carroll, President and Founder, Petra Consulting Group
Xerox Corporation considers customer service it to be paramount to customer success, and they are using organizational certification to help make it happen. In this article, we look at Xerox’s perspective on their recent back-to-back Certified Technology Service and Support certification, as shared by Bill Steenburgh, Senior Vice President, Xerox Services.
> MORE
Career Pathing Made Simple
By Julie L. Mohr, Author, and Director of Professional Services, IHS Support Solutions
In any support organization, it is important to develop a clearly defined career path. No matter how flat the organization, this can be achieved successfully. A traditional career path is one that provides the opportunity for an employee to move from position to position taking on new roles and responsibilities with an increase in compensation to match the position. This article explores the most effective approach to career pathing within technology support organizations.
> MORE
IT Service Management:
Which Way Do We Go?
By Silvia Prickel, Director of Service Management, United Airlines
With so many standards, frameworks, principles, reference models and concepts, it is no wonder why IT Organizations are confused and bewildered. This article describes the evolutionary process of IT Service Management starting from the early 1980s through today. Understanding the history will make it clearer as to the direction that Service Management is going and how it will impact the IT Industry.
> MORE
Customer Service Skills:
A Non-Response is NOT a Good Response
By Kristin Robertson, Principal, KR Consulting, Inc.
In support centers that deal with customers who call seeking help solving an issue, we sometimes forget that providing excellent service involves more than just fixing the problem. This article explains the importance of proactive service, and the widespread benefits of making the customer feel good about their interaction with us, and how to quickly create a bond with that customer.
> MORE
