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Resources |
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Join the ASP!
When you have a tough question, it's good to have friends who can
help.
Membership is only
-$80/year for individuals
-$500/year for companies
-Amounts in between for
small groups
Details...
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Support & Services
Calendars
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Interesting new white papers, events, survey projects, books,
and support-related tools.
First Contact Resolution benchmarking data from our
colleagues at SupportIndustry.com.
Free password if you're not already a
SupportIndustry subscriber (and it's not the same as your ASP
password).
Professional Services Profit Tactics—
Here's a link to a Citrix-sponsored webinar discussion about eight
ways to boost PS profitability.
Click here.
Help! I'm Trying to Pay You!—
Kristin Zhivago points out that one way to destroy customer
relationships is to ignore glitches in your billing and accounting
processes. Revenue Journal, 1/12/10.
Click here.
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ASPonline.com
> Features |
"Voice of the Customer" Conference
The ASP will once again co-produce a conference on "voice of the
customer" support topics, with an emphasis this year on enterprise
customers, social media, segmentation models, and customer loyalty.
The conference will take place at a resort outside of Boston on Oct.
25-27, and it's a great opportunity to explore leading-edge VOC issues
with like-minded colleagues. Click for program
details and log in for your ASP
discount code.
"The Ten Best Web Support Sites of
2010"
This year's edition of our annual look at world-class support sites
is back from the printer and is shipping now. (Participants and
judges will receive a complimentary copy.) For details and ordering
information, click here.
Forum: Call-Handling Systems
"We're getting ready to replace a very old PBX system and
call-handling software that runs on one of our servers. We know
that the telephony world has lots of new options—hosted
solutions, Skype, etc.—but we want to make sure there aren't
some hidden problems, such as dropped calls. Any recommendations?"
LinkedIn Update
The ASP's LinkedIn forum seems to have become the hot new place to
hang out (assuming that support people hang out in hot new places...).
We now have over 900 members, a whole bunch of interesting discussion
threads, and usually a respectable list of job openings. Join the fun
here.
Forum: "Call-Back Gotchas"
"To get rid of long hold times, we're thinking about switching
to a call-back model, with one live agent to collect basic
information and set up a call time. Are there any gotchas that
may be a problem with this approach, especially for fairly
urgent calls?"
Book of the Month: "Selling Value"
Our colleague Françoise Tourniaire has just written a
remarkably thoughtful, detailed guide to fee-based support called
"Selling
Value" . Françoise
answers questions, shows off case studies, and offers tips on best
practices that every support manager should study.
Forum: Updating Other Agents' Tickets
"We use a traditional touch-and-hold model for support calls, which
means that whoever first opens a ticket is responsible for all
contacts with the customer. This usually works fine, but we run a
7x24 shop, so often there are status changes that occur when the
original agent is off-shift. Is it better to wait until the
original agent comes to work, or should we ask other agents to get
involved in the case?"
The 2010 ASP Tech Support Salary
Survey
Has the current recession affected support compensation? Our 15th
annual support salary provides the latest data on pay levels in seven
major support job categories. Click for details.
Setting Limits on Unlimited Support
A provocative new ASP report explores the question whether the best way
to deliver high-quality support is to answer every question that
customers ask. Details here.
| 2010 Technical Support Salary Survey |
Details |
| Setting Limits on Unlimited Support |
Details |
| Maintenance & Services Ratios/2009 |
Details |
| A Guide to Better Tech Notes |
Details |
| 2009 Technical Support Salary Survey |
Free |
| The Great Customer Experience |
Details |
| Maintenance & Services Ratios/2008 |
Details |
| Trends in Fee-Based Support |
Details |
| 2008 Technical Support Salary Survey |
Free |
| Management Performance Benchmarks |
Details |
| Maintenance & Services Ratios/2007 |
Details |
| A Guide to Packaged Services |
Details |
| 2007 Technical Support Salary Survey |
Free |
| Customer Satisfaction Benchmarking |
Details |
| Web Support Assessment Techniques |
Details |
| Tech Support Turnover Ratios |
Details |
| Maintenance & Services Ratios/2006 |
Details |
| How to Grow Professional Services |
Details |
| 2006 Technical Support Salary Survey |
Free |
| Product Support Blogs |
Details |
| Managing Emerging Technologies |
Details |
| Maintenance Renewal Rates |
Details |
| Maintenance & Services Ratios/2005 |
Details |
| Tech Support Reporting Channels |
Details |
| 2005 Technical Support Salary Survey |
Free |
| Managing Support Forums |
Details |
| Maintenance & Services Ratios/2004 |
Details |
| Training Salary Survey |
Details |
| How to Manage Junk E-Mail |
Free |
| 2004 Technical Support Salary Survey |
Free |
| Technical Support Cost Ratios |
Details |
| CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
| Technical Support Training Metrics |
Details |
| Support Pricing & Negotiating Strategies |
Details |
| 2003 Technical Support Salary Survey |
Free |
| Doing More With Less |
Details |
| Tech Support Outsourcing |
Details |
| Trends in Fee-Based Support |
Details |
| The Economics of Online Support |
Details |
| Service Marketing |
Free |
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2000-2001 Research Reports |
| Customer Satisfaction Survey Metrics |
Details |
| Tech Support Newsletters |
Details |
| After-Hours Support Compensation |
Details |
| Certification and Support Salaries |
Free |
| 2000 Technical Support Cost Ratios |
Free |
| Tech Support Hours |
Free |
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Community
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ASP Alert
Interested in hearing about survey projects, Web awards, new ASP
reports, and events?
Join our special ASP Alert e-mail
list.
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