Front-Line Support Incentives
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 7×24 Support Plans
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
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
How to deliver a Wow! experience.
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.
West Orange, NJ 07052; 973/325-2954.
Erlang C calculators for forecasting call center traffic; other tools. West Sussex, UK; +44 1293 88850973/325-2954.
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