Knowledgebase

Service and Support Operations
Reports
Experts
Library
Links
Compensation and HR
Customer Satisfaction/Experience
Knowledge Management
Management
Organizations
Outsourcing
Professional Services
Templates and Checklists
Training/Onboarding
Contract Design/Pricing/Sales
Tools and Technology
Web Support
Services Marketing


Service and Support Operations



Reports
Front-Line Support Incentives (2010)
Do support agents respond to performance incentives? This ASP research report draws on data from 153 respondents to identify best practices, success criteria, and potential problem areas for various types of incentive plans.
A Guide to 7x24 Support Plans (2010)
ASP survey research explores current industry practices in setting service levels, pricing models, and service delivery for after-hours technical support. In addition, the report offers suggestions for handling key implementation and management issues.
Setting Limits on Unlimited Support (2009)
A provocative ASP report explores the question whether the best way to deliver high-quality support is to answer every question that customers ask.
The Great Customer Experience (2008)
How to deliver a Wow! experience.

Experts
Indicates complimentary Open House Hours

Mikael Blaisdell
Principal
Mikael Blaisdell & Associates
510/865-4515
Email
Website
Lyn Kramer
Managing Director
Kramer & Associates Consultants, LLC
305-791-4180
Email
Website
Kristin Robertson
KR Consulting
Email
Website
Tom Sweeney
Principal
ServiceXRG
Website
Colin Taylor
Chairman & CEO
The Taylor Reach Group
Fran├žoise  Tourniaire
Principal
FT Works
Email
Website
Phil Verghis
The Verghis Group
Email
Website

Library
Management Tips From the Experts  (ASP)
Practical and non-textbook tips for improving productivity, customer satisfaction, morale, team building, recruiting, career development, budgeting and forecasting.


Useful Links
DMG Consulting
West Orange, NJ 07052; 973/325-2954.

Westbay
Erlang C calculators for forecasting call center traffic; other tools. West Sussex, UK; +44 1293 88850973/325-2954.

Global Response
Outsourced customer contact solutions and call center services for multichannel retailers, direct response advertisers, healthcare and insurance providers, government and higher education. Margate, Fl 33068; 954-973-7300

Ohio Business College
PC Support Specialist Business Diploma