|
Less than 30 days until the workshop!!
At last year's conference, this workshop set
records. It was both the best attended (50+ people)
AND the highest rated workshop at the conference!
As a result, we've been invited back - times two!
Dave's very popular Reengineering Workshop is
being offered as both a pre (May 4) and post (May
7) conference workshop at the Technology
Services World conference in Santa Clara.
Spend a day with Dave as he shares the techniques
he has used to successfully reengineer dozens of
support organizations. This is a hands-on workshop
with lots of opportunity to ask questions - so bring your
toughest problems and be ready to dig in! Both
sessions are bound to fill up - so sign up early.
We hope you'll join us for the entire conference. But if
you can't, consider breaking away for just one day to
attend the training workshop (you do not have
to attend the full conference to attend a training
workshop).
Click the
Register Now button for more details
including workshop content, class times,
and pricing.
|
Join us at....
Support Center University is an .....
|
| |
Greetings!
With the economy affecting most companies - and
budgets being squeezed - what better time than now
to look for ways to do more with less?! This month we
are highlighting the potential benefits of 'rethinking'
your basic support model.
Our first article will guide you through the key
steps necessary to design an effective call-handling
process model. This also applies to email/chat/web
cases. The second article is a case study
highlighting the benefits reaped by one company's
transition from a callback model to a 'live' skills-based
routing model.
On another note, one of the most common requests
we get is for help determining staffing levels for
complex technical support environments. If this is a
concern for your organization, we're inviting you to join
us at the
Technology Services World conference in Santa
Clara as I deliver a new presentation on that topic.
Click
here for an overview of the session.
I hope to see you in Santa Clara!
Best regards,
Dave Brown
Founder & President
|
| |
| |
| |
| Re-thinking your Support Model |
| |
Is your support organization struggling to achieve
performance targets? Or, do you think a different
design could allow you to do more with less? If so,
here are some important guidelines that will keep
your process design simple and efficient; ultimately
resulting in satisfied customers and reduced costs.
|
| |
Click here to read the full article..... |
| |
| Case Study - Investing in process reengineering produces dramatic results. |
| |
STS Systems handled their technical support calls by
having non-technical dispatchers log calls and
promise callbacks. Customer response times varied
from 15 minutes (not bad) to several hours (!).
Customers often found their way around the delays by
escalating to management and thus being transferred
to a 'Complaint Desk' which earned them a "priority"
response.
STS embarked on a reengineering project and less
than 9 months later they had a new model in place.
Now, more than 80% of calls are answered in less
than 60 seconds and first call resolution is
greater than 50%. Employees feel more
productive and are less stressed. Customers are
happy too!
Only a few months after going live, headcount had
been reduced by 5% while call volume had increased
11%. Plus, hours of coverage had increased by
8%.
How did STS Systems achieve this 24%
overall improvement in capacity?
|
| |
Read the Case Study..... |
| |
|
