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Omega, Service Strategies Partner to Drive World-Class Customer Experiences

Omega

-+*BOSTON; SAN DIEGO; April 2, 2015 – The customers and partners of Omega Management Group Corp., specialists in implementing Customer Experience Management (CEM) strategies; and Service Strategies Corp., a leading provider of service improvement programs, now have the opportunity to receive key audit services that will significantly enhance their customer experiences. This strategic partnership combines two leading consulting firms that are pioneers in the customer service industry and specialize in helping service organizations deliver world-class service performance.

Support Team Achieves Amazing 98.6% Customer Satisfaction

Achieve High Customer Satisfaction

-+*Congratulations to our friends at InsideView for achieving 98% customer satisfaction. They have taken the concepts taught in the SCP Career Certification courses and implemented them with great result.

New Edition of Service Capability & Performance Standards Released

SCP Standards

-+*San Diego, CA [March 11, 2015] – Service Strategies Corporation, a leading provider of service improvement programs, today announced the release of the 2015 Edition of the Service Capability & Performance (SCP) Standards. Now in its second decade of adoption by leading service and support providers, the SCP Standards have helped hundreds of organizations around the world achieve new levels of service excellence. The 2015 Edition represents the most stringent measure of service quality available to date.

On Demand Webinar – Creating the Brilliant Customer Experience

Customer Experience

-+*Customer experience (CX) is hot. Are you taking advantage of its huge potential to make your services business more prominent, progressive, and profitable? This web cast, presented by Dr. James “Alex” Alexander, covered some of the critical aspects of how to brilliantly use CX to create customer success, while generating profitable revenue for your services business.

Getting Your Services Strategy Right (Workshop)

Strategic Planning Workshop

-+*Join us in San Diego, CA for this two-­day, highly interactive, services executive workshop titled “Getting Your Services Strategy Right: Which Path Leads to Greatness?” You will leave the session with a deeper understanding of your overall organization, your strategic choices, the focus you need to achieve success, the challenges that must be overcome and an action plan to make it happen. Don’t miss this session.

Epicor Eagle Earns Prestigious Service Capability and Performance Standards Certification

SCP Standards

-+*Business Management Solution Support Team Recognized for Delivering Top Quality Service and Support  AUSTIN, TX–(Marketwired – January 27, 2015) – Epicor Software Corporation, a global leader in business software solutions for manufacturing, distribution, retail and services organizations, today announced it has achieved certification from the prestigious Service Strategies Corporation Service Capability & Performance (SCP) Standards. […]

Resource Planning and Scheduling in Remote Technical Support

Resource Planning and Scheduling

-+*One of the keys to delivering world-class technical support is ensuring that your organization has the right number of skilled staff members available when customers demand service. Service Strategies recently conducted a survey of over 125 technical service managers from 80 service organizations to identify the use and practice of staff resource planning within the industry. Our complimentary Research Report highlights the findings.

Support Industry Salary Survey

Support Industry Salary Survey

-+*Every year the Association of Support Professionals (ASP) conducts a salary survey of support professionals. This year Service Strategies is partnering with the ASP on the survey. You are invited to participate. There is no fee to participate and all participants receive a free copy of the report that is compiled from the results of the survey.

Services Strategic Planning: Adding Focus and Clarity to your Blueprint for Success

-+*In this presentation from the 2014 Service Industry Summit, James “Alex” Alexander of Alexander Consulting discussed the steps to keep you, your team, and your senior management focused and clear on how your services business contributes to success. A key differentiator that separates top-performing services businesses within product companies from everybody else is their ability to better align their strategy with the mission and focus of the parent organization. Of course, this makes perfect sense, but doing so is a constant challenge.

An Inside/Out View into Delivering an Improved Customer Experience

-+*In this presentation from the 2014 Service Industry Summit, Kathy Edmons of Teradata explored some of the introspective ways the company’s Global Support Organization is improving the customer experience. Every world class company needs to develop their associates’ skills, provide consistent process execution and review the quality of their service delivery. Kathy discussed several of the innovative programs that Teradata is using to achieve these goals including their implementation of Support Academy, a modern virtual learning environment, their use of visual workflows to consistently deliver service and their innovative quality incident review methodology.