7/27/2007
Business Continuity: Plan Now or Pay Later
Business Continuity: Plan Now or Pay Later Corporations are vulnerable to all manner of conditions that can interrupt business operations ranging from major events such as earthquakes, hurricanes, or even terror attacks to less
7/27/2007
Developing an Effective Hiring Process
Developing an Effective Hiring Process In over twenty years working in customer support, I have noticed that one problem has remained a surprising constant: the inability of organizations to crack the code on hiring the right people for
3/23/2006
Study Reveals Disparity in eService Measures Across the Industry
Study Reveals Disparity in eService Measures Across the Industry A recent study conducted by Service Strategies and ServiceXRG reveals that companies have a wide variety of methods for measuring the effectiveness of their eservice offerings.
5/20/2005
What You Need to Know to Manage Support as a Business
What You Need to Know to Manage Support as a Business Numerous elements must fit seamlessly together to develop a support organization that is recognized as a “Top Quality” service provider. But putting it all in place can be a daunting
12/14/2004
Do You Know the Skills You Need to Operate Your Support Center
Do You Know the Skills YOu Need to Operate Your Support Center Do you know the support skills and knowledge required to meet and exceed your customers' support expectations? Do you know the skill level of each member of your support staff? Have
1/26/2004
The Benefits of Standards and Certification
If you are considering adopting industry standards and certification for your service and support organization you are probably deluged by the sheer amount of information, facts, and myths about the benefits of earning certification, what being "certified" means, how to go about it, and why.
1/26/2004
Improving Complaint Management
Improving Complaint Management Support organizations invariably receive complaints from customers. As a result, you would expect that most of these organizations would have a defined program in place to manage complaints. While this seems
1/26/2004
Leveraging Quality Programs to Enhance Performance
Leveraging Quality Programs to Enhance Performance Many companies today realize that the quality of their products and services can set them apart from the competition. To facilitate ongoing improvements in quality, these companies are employing