Whatever you call them (Resident SAMs, Embedded Engineers, On-site Smart Folks), Resident engineers (RE’s) have a huge impact on the satisfaction and loyalty of your important customers as well a great opportunity to bring in loads of profitable revenue. In this fast-paced, webcast you will learn about the huge value-adding potential of the resident engineer, what brilliant RE’s do that other’s don’t and much more. Join us for this informative session featuring Dr. James “Alex” Alexander.
Schneider Electric Earns Certification Under the Prestigious Service Capability & Performance (SCP) Support and eService Standard
Schneider Electric announced today that its SCADA & MES Global Support centres in Sydney, Australia and North Andover in the US have achieved certification under the prestigious Service Capability & Performance (SCP) Support and eService Standard. Schneider Electric achieved certification after an extensive audit of their SCADA & MES Global Support centres. The SCP Standards quantify the effectiveness of customer service and support operations based upon a stringent set of performance factors that represent best practices in the industry.
New Research Highlights Global Support Practices in the Technology Sector Service Strategies recently conducted a research study to understand the use of Global Support models and to identify key trends for Follow the Sun support offerings. The study includes the feedback of over 130 respondents from technology services organizations that provide global support to their […]
McKesson Pharmacy Systems & Automation announced today that its Customer Support Center has achieved certification under the prestigious Service Capability & Performance (SCP) Standards. McKesson achieved certification after an extensive audit of its customer support operations. The SCP Standards quantify the effectiveness of customer service and support operations based upon a stringent set of performance factors that represent best practices in the industry.
Standards Recognized as the Global Benchmark of Service Excellence San Diego, CA [October 8, 2013] – Service Strategies Corporation, a leading provider of service improvement programs and the administrator of the internationally recognized Service Capability & Performance (SCP) Standards, announced today that the Association of Support Professionals (ASP), an international membership organization for technology services […]
In this webinar, Dawn Foley, principal program manager at EMC discussed the value and benefits of developing a differentiated online service experience by leveraging Chat as a support channel. Dawn shared insights regarding how Chat can become an enabler to increase customer satisfaction with a 1/3 faster Time to Resolve than that of other support channels and how it will attract customers to your online support offerings.
Support organizations are being challenged to innovate and improve how they assist customers in a world of real-time communications. As service organizations look for ways to get closer to their customers and deliver more effective and efficient services Chat is being implemented more frequently. Service Strategies recently conducted a study that highlights changes in the use of Chat as a support channel over the previous two years. The report highlights our findings and provides a view of current industry trends.
Join us on July 18th at 9:00 AM Pacific for this informative webinar titled Leveraging Multi-Vendor Support to Speed Resolution. Our guest speakers will be Dennis Smeltzer and Paul Esch of TSANet. In thissession we will get a high-level view of how TSANet facilitates multi-vendor support activities throughout the technology industry. The session will include examples of how members use TSANet today and new services that are planned for the future.
On Demand Webinar – One of the most elusive of all metrics in the technology support world is accurate service case deflection. There are many methodologies for detecting and measuring it, but most are based on huge assumptions. In this session, Dave Jobling of Sophos discussed the methods the company has defined to quantify service deflection using precise statistical measures.
Business is more complex than it has ever been. Companies have to compete in a global economy, adapt to constantly shifting market trends, acquire and master new technologies that continually change how business is done. It’s no longer possible to follow what Amy Edmondson, author of Teaming: How Organizations Learn, Innovate, and Compete in the Knowledge Economy, describes as the “mindset of execution,” where leaders merely tell people what to do in order to get things done. Now organizations must collaborate in and across teams and learn their way through complexity and conflict. The path to success is not always easy, but there are a few steps that can help in fostering the kinds collaborations that can tackle complexity more effectively.