A Publication of the Service & Support Professionals Association
April 2009
Home | SSPA News: This Issue | Past IssuesSSPA PERSPECTIVE |
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Services without Boundaries |
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Building a Business Case for Communities Mature Communities Offer ROI for Incident Deflection By John Ragsdale, Vice President of Technology Research, SSPA The majority of early success stories for online customer communities came from the consumer world, primarily communications, media, and consumer devices. Enterprise support groups have a number of unique challenges that make the ROI for communities less reliable than for consumer firms. However, B2B success stories are emerging. A key point to keep in mind is that, like other areas of service and support, success is about process, not technology. Regardless of the bells and whistles of the platform you choose, you will not be successful without the right processes in place. > MORE |
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Efficiency Secret Revealed: The Hidden Cost of Multitasking in the Support Center By Dave Brown, Support Center University A great many support centers suffer from a serious efficiency problem—and, they don’t even realize it’s an issue! In fact, many managers are under the mistaken impression that they are encouraging productivity—when they are actually hampering it! This article discusses a very common flaw in support center process design—interruption of the R&D workflow by traditional customer support activities. Once you understand the issue, you’ll be able to estimate the impact to your own department. Learn some alternative approaches that you can use to avoid the problem and increase the efficiency of your operation. | |||
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Taleo Delivers on Quality in Its North American Assisted Support Center Olivier Bouchard, Director Support Operations, Taleo Interviewed by Shawn Santos, Director of Member Programs, SSPA Taleo is the latest company to achieve SSPA Rated Outstanding certification for its North America Assisted Support Center. Taleo offers on-demand talent management solutions for recruiting and performance management. SSPA Rated Outstanding certification yields support operation certification at the specific module and/or location level. This exclusive interview with Olivier Bouchard, Taleo’s director of support operations, reveals how Taleo navigated the process, the impact that the certification has had on the company and its customers, and how Taleo differentiates itself as a leader in talent management. | |||
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Retaining Customers Now...and in Any Economic Environment By Jennifer Klafin, IronPort, now part of Cisco Customer retention is paramount to successful businesses, and the importance of customer loyalty is further heightened in our current economic situation. In this article, Cisco IronPort Customer Support will share how they gage their customer’s experience through customer satisfaction (CSAT) surveys and show how the results become actionable items that enabled them to evolve their CSAT Program, implement continual improvement, and retain customers by exceeding their expectations. |
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Create Powerful Process Improvements in Call Centers By Randy Ross, Senior Director, Strategy, Stone Cobra Knowledge-centered support (KCS) is a set of practices and processes that focuses on knowledge as a key asset of customer support. The main goals behind the methodology are capturing, structuring, and reusing technical support knowledge. Black Belts—experts in the Six Sigma methodology for process improvement—who are tasked with call center efficiency projects would do well to consider utilizing the tenets of KCS as part of the overall process improvement solution. |
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