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Home > Community > Articles

Articles

April 19, 2010

Measuring Service Call Deflection

By: Greg Coleman, Service Strategies There are a wide array of opinions Read Now

April 19, 2010

How Does Your Organization Measure Case Backlog?

by: Ben Stephens, Service Strategies In a service organization there is Read Now

March 9, 2010

Everybody Sells Services! At Least They Should

Five Reasons Why by Dr. James Alexander Ed.D,  Alexander Consulting No Read Now

March 8, 2010

To a Worm in Horseradish, the World is all Horseradish

by Ben Stephens, Service Strategies I was reading Malcolm Gladwell’s Read Now

March 8, 2010

Get the Most from Your Staff – A Three Step Plan

By Steve Brand, SGSA Ltd. The overused war cry of “we need everyone to Read Now

February 8, 2010

Pain Drives Innovation

by: Tom Flodeen, VP and GM of Customer Support - Mentor Graphics Read Now

February 8, 2010

Training vs. Skills Development

by Steve Brand, Managing Director - SGSA Ltd. According to data from the Read Now

October 7, 2009

What is Your Customer’s “Statusfaction”?

by Ben Stephens, Service Strategies Escalations are the bane of all Read Now

August 31, 2009

Sometimes it’s Better to Let Customers Hold for Service

By Ben Stephens, Service Strategies With cost pressures throughout the Read Now

August 31, 2009

Wrong Candidates Cost Britain £12bn

By: Steve Brand, SGSA Ltd. Industry is paying a high price for poor Read Now

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