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| New White Paper: The Future of the Customer Experience |
When it comes to service and support, customers expect to contact anyone at any time, online answers, and informed sales and support agents. Read this new white paper to explore the changing landscape of customer expectations, the technology needed to meet those expectations, and the right metrics to measure.
Get your copy today! |
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[Full Article]
Sep-05-2008 |
| White Paper: Improving Customer Service Using Web-based Support Tools |
In the realm of service and support, the Web has made its mark.
Since a business's Web site is the first place many customers go today when they’re in need of service, it's imperative that what they find there -- the search tools, the breadth and depth of content, easy escalation paths, the tools that aid in speedy resolution -- meets their needs. Each visit presents the business with the opportunity to impress and influence existing and potential customers.
Find out more! This informative white paper from SupportIndustry.com examines the latest trends and technologies in using Web-based support tools to improve customer service.
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[Full Article]
May-22-2008 |
| 2008 Service & Support Metrics Survey Results Released |
| Parature and Supportindustry.com have announced the release of a free white paper outlining the results of the 2008 Service & Support Metrics Survey. This annual survey, conducted in February 2008 by Parature and SupportIndustry.com, was designed to explore the state of enterprise service and support – current industry trends, future plans, technology adoption, workforce issues, benchmarking strategies, metrics and other areas. Respondents were comprised of high-level executives responsible for a range of internal help desk and external customer-facing functions and representing vertical sectors across industry. |
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[Full Article]
May-08-2008 |
| White Paper: Turn Out of Warranty Tech Support Calls Into Revenue |
Click below to download this white paper and see how Sutherland developed an innovative program to generate revenue from out of scope tech support calls.
Sutherland Global Services helped this client manage explosive growth and established a new channel to support tech support activity. This whitepaper will show you:
How to effectively handle increasing call volumes without impacting customer satisfaction
A unique solution to ensure that warranty support calls are routed effectively
How to turn out of warranty calls into revenue generating activity
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[Full Article]
Apr-23-2008 |
| Case Study: Meineke Car Care Centers |
Looking to reduce your helpdesk response time and speed resolution without increasing costs? Meineke Car Care Centers did just that -- the IT team at Meineke hung up the phone and started instead solving issues over the Web. They use LogMeIn Rescue and cut support times in half.
See the case study. |
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[Full Article]
Apr-22-2008 |
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