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Tools & Technology
Managing Emerging Technologies
A poll of 131 support managers reveals which new technologies
they've actually adopted or are currently researching.
complimentary Open House hours
Blaisdell, principal, Mikael Blaisdell &
Robertson, principal, KR Consulting
Taylor, president & CEO, The Taylor Reach
Tourniaire, principal, FT Works
Should You Upgrade Your Support
Tools? (Françoise Tourniaire)
Before you spend more money on technology, look closely at
process and implementation issues.
Getting Approval for New Support
Tools (Kristin Robertson)
Gaining approval from management for a support tool purchase
can be a major hurdle.
An ASP survey explores three key CRM issues--database
solutions, migration trends, and implementation lessons.
Screen-Recording Software Makes Support
Jobs Easier (Carla Wardin)
With screen recording tools, you can record videos of on-screen
activity from any application.
Animation as a Web Support
For hard-to-explain concepts like Boolean logic, the best
e-learning tool may be simple animation.
VoIP for support?
"Does anyone use VOIP for sales/support? And if so, how is
the quality? Who is your service provider? Do you use it
internationally? What problems have you encountered? Is it
tied into your CRM?"
Colleyville, TX 76034; 817/577-7030.
Good list of support center tool vendors for smaller companies.
Annapolis, MD 21401; 800/672-6177.
Directory of "approved vendors."
London SW4 9DU; +44 (0) 7811 353 996.
U.K.-based directory of call center tools; vendor-written
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The Art of Software Support
Françoise Tourniaire and Richard Farrell
Click image for details.