|
Resources |
|
|
|
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...
|
|
|
|
ASPonline.com
> Features |
"Best Web Support Sites of 2008"
The new 2008 edition of "The Year's Ten Best Web Support Sites"
is due back from the printers in a few days, and we'll be filling
orders as soon the books arrive. As always, you'll get a
fascinating behind-the-scenes look at the challenges of delivering
world-class online support—and the solutions that top site
developers have found. For details and a link to the order form,
visit the ASP Awards page.
Forum: Title Escalation for Trainers?
"The people we call 'trainers' also provide individualized
advice and insights to our clients, but we often hear that
the advice isn't taken seriously because it comes from
someone with a fairly low-level job title. Is there a better
term that would inspire more respect?"
Services
Marketing Workshop on August 22
ASP executive director Jeff Tarter will run a new session of his
popular workshop on "Services Marketing for Technology Companies"
on August 22, in Waltham, Mass. This will be the *only* session of
the workshop this fall, and seating is strictly limited to 16
participants. Details and order
form.
Forum: Managing Phone Coverage
"I have about 50 support reps, and we've been using a central
Microsoft Outlook calendar to keep track of which reps are
supposed to be providing phone coverage during the day. Can
anyone suggest an inexpensive, easy-to-use alternative for managing
staffing levels?" If you have advice on this question, visit this Forum.
Forum: Tech Note Best Practices
"We get a lot of complaints that our tech notes are 'too technical'
(they were written for our support engineers, not for end users).
Are there best practices for writing tech notes we could adopt?"
If you have advice on this question, visit this month's Forum.
2008 Tech Support Salary Survey
The ASP's annual salary survey has good news for support employees
across the board: Pay levels have risen dramatically in the last
year, usually at double-digit rates. For details, log in to the members-only page.
A Guide to Packaged Services
An ASP research report explores critical success factors for
fixed scope, fixed price services offerings. Free for members in
the members-only area.
Customer Satisfaction Benchmarking
A survey report from the ASP looks at current response rates
for customer satisfaction surveys, as well as best practices for
follow-up actions, incentive pay, and peer-to-peer benchmarking.
| 2008 Technical Support Salary Survey |
Details |
| 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 |
|
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 |
|
|
|
|
|
Community
|
ASP Alert
Interested in hearing about survey projects, Web awards, new ASP
reports, and chapter events?
Join our special ASP Alert e-mail
list.
|
|
|
|
|
|
|
|
