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Why Customer Support Should Participate in Product Development
from The Successful CXO: Committed to Customer Service
I was reading about aligning and cascading objectives in Kristin Robertson's book Spectacular Support Centers (ISBN 0971340692, Customer Service Press). She had an example of how the customer service objectives and individual analyst objectives related back to corporate objectives. One of the objectives caught my attention because, in my experience, it rarely occurs.
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Should SMBs Choose On-Demand or On-Premise Customer Support Software?
from The PhaseWare Files blog
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How Many KPIs Does It Take for World Class Customer Support?
from The PhaseWare Files blog
If you do not measure the performance of your agents, I hope knowing all you need is eight will make you start. Otherwise, your support desk may actually be the cost center the C-Suite already thinks it is. If you don't measure anything, how will you prove otherwise?
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How to Create a Service Level Agreement (SLA) &
from The PhaseWare Files blog
Hopefully this is not a step you missed when you set up your business, but I can see where, in the excitement of getting everything lined up you can completely forget that people may need to know how and when you might fix broken products and how much it is likely to cost them.
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