FiveStars

Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support.

Top 10 Support Excellence Practices

Consider the following 10 practices in your pursuit of technical support excellence.

1

Define the strategic role of Technical Support by defining measurable goals and objectives.

2

Establish the quantifiable connection between strategic support goals and the benefits from achieving them.

3

Align strategic goals with tangible performance indicators and measurable business outcomes.

4

Align management, team, and individual goals with strategic support goals.

5

Define the target performance levels for each key performance indicator.

6

Define current performance levels for each key performance indicator.

7

Identify inhibitors to the attainment of target goals and objectives for key performance indicators.

8

Develop a plan for mitigating inhibitors to optimal support performance.

9

Provide continuous reports on Support’s performance to key stakeholders.

10

Connect support performance levels to the attainment of business outcomes.

Featured Report: Technical Support Excellence Defined

Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Technical Support Excellence does not require that every customer is delighted with every service transaction or that Support achieves a perfect Net Promoter or Customer Satisfaction score.  This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it.

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