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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.

Webinar – Creating the Brilliant Customer Experience

Customer Experience

Join us on Thursday, February 12th at 9:00 AM Pacific for this complimentary, one-hour webinar hosted by Service Strategies. Customer experience (CX) is hot. Are you taking advantage of its huge potential to make your services business more prominent, progressive, and profitable? In this fast-paced session you will learn some of the critical aspects of how to brilliantly use CX to create customer success, while generating profitable revenue for your services business.

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.

Getting Your Services Strategy Right (two-day 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.

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.

Creating and Sustaining a Customer Centric Service Culture

In this presentation from the 2014 Service Industry Summit, Evans A. Manolis of Market Intelligence International discussed the 5 Steps that best in class service organizations are taking to ensure that their customers are not just satisfied but are evangelistic about the service they receive. Evans highlighted how to effectively promote customer experience excellence to help add value, brand and differentiate your service organization.

Utilizing Customer Insights to Improve Service And Support

In this presentation from the 2014 Service Industry Summit, Doreen Pippen of ThermoFisher Scientific discussed the innovative, best-in-class training and education programs the company has created and how they have contributed to significant increases in satisfaction among ThermoFisher customers. Doreen also highlighted the efforts the company has made to create a robust self service experience for customers as part of the effort to drive higher levels of satisfaction and loyalty.

Implementing A Successful Recruitment Program

In this presentation from the 2014 Service Industry Summit, Michael Bielamowicz of Glory Global Solutions discussed the importance of creating a successful recruitment program for the service operation. With increasing customer demands, more complex technologies to support and a changing demographic within the services workforce, it is increasingly important to have a strong recruitment and employee development program in place. Michael highlighted the importance of ensuring your HR department has a strong focus on service, provided insights on where to find the best talent and discussed the use of competency frameworks to define attributes of successful service personnel.