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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 will discuss the methods the company has defined to quantify service deflection using precise statistical measures. Don’t miss it.
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.
What is the key to business success? COLLABORATION. In this On Demand Webinar, author and executive coach Shawn Kent Hayashi discussed the principles outlined in her latest book “Conversations That Get Results and Inspire Collaboration.” Shawn highlighted best practices for engaging leaders, peers, and employees to build momentum toward success.
In this fast-paced, experienced based one-hour session, attendees learned what it takes to build a great service account management organization. The session was designed specifically to help those responsible for leading service account managers (SAMs). Check it out.
Is customer service the new marketing? This question isn’t just about the increasing importance of social media and customer reviews, or rising consumer disenchantment with traditional marketing. For some, it’s about making the decision between long-term reputation and short-term profit. This topic was at the center of a recent Google+ Debate hosted by research firm Software Advice.
Some managers believe that after funding and arranging a training class for a field service engineer that their work in enabling high-levels of performance is done…but this is not the case. Knowledge is defined as information organised in a way that I can act on it. This implies that it has to be in context, i.e., what is knowledge to you might not be knowledge to me. By nature, knowledge is incomplete, abstract and difficult to transfer.
In this presentation delivered at the 2012 Service Industry Summit, Hilbrand Rustema, managing director of Noventum Service Management explained why the service business will be the source of profitable growth in high income countries and why more businesses should follow the examples of companies that have undergone successful service transformations.
In this presentation delivered at the 2012 Service Industry Summit, Terri Kolander, director of Support Certifications for McKesson Corporation discussed how McKesson is leveraging the Service Capability & Performance Standards to provide industry driven benchmarking for service business performance, targeting strategic support initiatives and providing a more consistent customer experience.
In this presentation delivered at the 2012 Service Industry Summit, Matt Sicking, Vice President of Siemens’ Global Technical Access Center (GTAC) discussed how the company has elevated the level of satisfaction their customers experience. Matt highlighted how the GTAC introduced the “Latte Support” concept in order to create a personalized, world-class support experience for their customers.
In this presentation, delivered at the 2012 Service Industry Summit, Jesus Blasquez, Director Client Services for SCC Soft Computer discussed his organization’s account management staffing model. The session included a review of the client classification system and complexity scoring model used to predict Account Management resource requirements and the methods used to ensure service quality and program success.
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