Resources
Research, expert perspectives, and practical insights for service leaders.
Featured Resource
A Guide to Service Quality Programs
A Service Strategies research guide to selecting a quality program that strengthens technology service delivery, customer loyalty, and continuous improvement.
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Strategies for Effective Service Partner Management
Five practices for selecting, onboarding, and measuring external service delivery partners.
AI is Coming to Services
Harnessing the Power of AI in the Services Sector to enhance efficiency, reduce costs, and improve service quality
The Power of Strategic Planning in Customer Support
Strategic planning is like a roadmap for your organization's immediate and long-term future
Forescout Achieves Service Capability & Performance (SCP) Certification for Second Consecutive Year
Company surpasses SCP standards benchmark with outstanding global Professional Services Operations audit score
Wind River Achieves Certification Under Prestigious Service Capability & Performance Standards
Wind River has achieved certification under the prestigious Service Capability & Performance (SCP) Standards
Service Industry Outlook – Research Report
2024 research from more than 35 technology companies on service revenue, investment priorities, workforce strategy, remote work, and AI.
Building a Foundation of Service Excellence
Exploring the Pillars of Service Excellence in the dynamic landscape of customer service
Verint Earns Certification Under the Prestigious Service Capability & Performance (SCP) Standards
Support and eService Operations Recognized for Service Excellence
Improving Complaint Management
Five steps to turn complaint management into a source of customer satisfaction and process improvement.
Business Continuity: Plan Now or Pay Later
How to build a service-focused business continuity plan that keeps customers informed during disruptions.
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