FEATURED COURSE:
Support Manager (CSM)
December 7 - 11 Orlando, FL
January 25 - 29 Windsor, UK
Like an MBA for service managers, this dynamic and interactive course includes over 32 hours of university-level instruction focused on managing Customer Service and Support Operations. Students who successfully complete the on-site exam attain the designation as a Certified Support Manager (CSM) under the industry standard Service Capability & Performance, Career Certification program.
Learn More | Register
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BLOG POST:
Is There a Case for Direct Connect in Today’s World?
by: John Hamilton, Service Strategies
Just in the past few years we have noticed a trend where companies are consciously limiting or denying customers direct phone access to technical support staff. Seems like we have forgotten lessons from the past and are about to make the same mistakes all over again. More
BENCHMARKING SURVEY:
The Future of Service Management - 2009 Global Benchmark Survey
Titled Practical Methods & Tools for Implementation this world-wide survey conducted by our partners at Noventum Service Management Consultants, is aimed at senior service executives and managers. The survey takes approximately 20 minutes to complete and participants will receive an executive summary of results at no cost. Individual data will be kept strictly confidential and will be used only for the purpose of this research.
Take the Survey Now
UPCOMING WEBINARS:
Executing an Effective Transition to Support Process
Thursday, December 17, 2009 | 9:00 AM - 10:00 AM Pacific Time
Our next Best Practice Webinar will feature special guest speaker Sydney Garner, Director of Product Support for the Extended Care Solutions Group of McKesson Corporation. In this session, we will discuss the proven approach McKesson uses to transition customers from implementation into mainstream support, thereby setting the stage for their ongoing success. Register Now
Making Metrics Matter – Leveraging Dashboards to Drive Change
Thursday, January 21 | 9:00 AM - 10:00 AM Pacific Time
January's Best Practice Webinar will feature special guest speakers Jim Jones and Carl Orsi of Wind River Systems. In this session, we will discuss how Wind River is using an innovative Dashboard reporting system to measure performance and drive change. Reporting metrics is simply not enough, the key is how companies can leverage the information to improve performance and influence change throughout the company. Register Now
ARTICLE:
Remote Working: Hang Together, Just Not at the Same Time
The word collaboration gets kicked around a lot these days and seems to mean different things to different people. In truth, it just means co-labouring — working together to achieve a common outcome. If you stay focused on this idea, choosing tools to help you get the job done becomes a lot easier. [Source: BNET] More
IN THE NEWS
PNC’S Albridge Solutions Achieves Certification Under the
Service Capability & Performance (SCP) Standards
LAWRENCEVILLE, N.J., Dec. 2, 2009 – Albridge Solutions, a PNC company, announced today that its client services and operations group achieved certification under the Service Capability & Performance (SCP) Support Standard. Albridge achieved certification following the first extensive audit of its client service center. The SCP Standards quantify the effectiveness of customer service and support based upon a stringent set of performance standards and represent industry best practices. More
Webinars Feature Innovative Practices for Technology Services
San Diego, CA (November 17, 2009) – Service Strategies Corporation, announces best practice webinar series. Held monthly, the complimentary webinars offer service professionals an opportunity to learn about the innovative practices employed by industry leading organizations. More
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FOR COMMUNITY MEMBERS
RECORDED WEBINAR:
Leveraging Alternative Support Channels
Kenny Bunnell, Director of Operations for Novell Technical Services
Hosted by Service Strategies, this session featured special guest speaker Kenny Bunnell, Director of Operations for Novell Technical Services. In this session, we discussed how Novell Technical Services is using alternative channels to deliver global technical support, including the extensive use of web based chat services as an initial entry point for accessing Novell support. View Recording
SCP DEVELOPMENT ROUNDTABLE:
Webinar Discussion of 2010 Edition Standards
This presentation deck used to discuss feedback on proposed changes to the 2010 Edition of the Service Capability and Performance Standards. The deck highlights points discussed during the webinar roundtable and includes some results from the 2009 survey of SCP participating companies. Available to SCP participating companies only. More
FORUM POSTING:
A/B Testing for Support Site Search Engines
"We plan to test a new search engine against our current search engine using an A/B test -- by randomly routing about half of our users to each of the two search engines. Then we plan to monitor survey results to see if, over time, one of the search engines provides better troubleshooting. Wondering if anyone on this forum can share experience or best practices on whether to tell customers there is a test underway."
Respond to This Post |
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ONLINE TRAINING COURSES
Service Strategies provides a variety of online training courses for service professionals. Check out our online courses and register today:
DVD TRAINING PROGRAM
The Service Impact! Series includes a set of training videos on DVD and a facilitators guide on CD-ROM. Perfect for meeting openers, training sessions and more! Save 60% off the typical price of a training program. Choose a single topic or the complete series bundle. Purchase Online or Preview |
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PUBLIC TRAINING COURSES
Service Strategies offers a range of training and development courses for service professionals. Check out our public courses and workshops:
Support Manager
December 7 - 11 Orlando, FL
January 25 - 29 Windsor, UK
February 1 - 5 Pune, India
February 8 - 12 Houston, TX |
Field Service Manager
January 18 - 22 Orlando, FL
April 19 - 23 Houston, TX
May 17 - 21 Windsor, UK |
Support Supervisor
March 9 - 11 Windsor, UK
March 23 - 25 Houston, TX
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Knowledge-Centered Support
March 22 - 24 Irvine, CA
April 20 - 22 Windsor, UK |
Support Professional
December 9 - 10 Windsor, UK
February 24 - 25 Windsor, UK
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Problem Solving
March 24 - 25 Windsor, UK |
Account Management for Support
January 13 - 14 Atlanta, GA
March 2 - 3 Houston, TX |
>>Full Course Schedule<<
>>Register for a Course<< |
RECENTLY CERTIFIED UNDER THE
Service Capability & Performance (SCP) Standards
 - Denotes number of years certified
EMC²
Problem Resolution & Escalation Management (PREM) - Hopkinton, MA
Problem Resolution & Escalation Management (PREM) - Pleasanton, CA
Problem Resolution & Escalation Management (PREM) - Burlington - Ontario, Canada
Problem Resolution & Escalation Management (PREM) - Cork, Ireland
Problem Resolution & Escalation Management (PREM) - Sydney, Australia
McKesson Corporation
HS Health Solutions Product Support - Newton, MA
HS Health Solutions Product Support - Malvern, PA
RelayHealth
Clearinghouse Support Center - Dubuque, IA
Halliburton Landmark
EMEA Global Customer Support - Leatherhead, UK
LAO Global Customer Support - Houston, TX
NAO Global Customer Support - Houston, TX
APAC Global Customer Support - Perth, Australia
Harland Financial
Advocacy Services - Pleasanton, CA
Advocacy Services - Des Moines, IA
Albridge Solutions
Client Services & Support - Lawrenceville, NJ
Assurant Solutions
Federal Warranty Service Corporation - Addison, TX
Novell
EMEA Support Center - Prague, Czech Republic
Ultimate Software
Product Support Center - Weston, FL
Vertex, Inc
Customer Support Center - Berwyn, PA
View the Complete List of SCP Certified Organizations
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