| INFORMATION |
| Published : |
Jan 11, 2008 |
| Length : |
14 |
| Type : |
Analyst Report |
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| Overview : |
Through member conversations, conference presentations and Webcast Q&A, the SSPA has identified the top 5 initiatives technical support centers should pursue in order to deliver breakthrough customer support and enable customer success. These are:
- Increase employee retention and satisfaction
- Improve the customer experience
- Leverage customer feedback with business intelligence
- Evolve from cost center to profit center
- Adopt innovative tools and technology
This white paper will provide a roadmap for companies looking to improve all aspects of their support operation, addressing people, process and technology issues, with special attention paid to the role of remote support technology as a key enabler of success. |
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