UPCOMING EVENTS
2010 Executive Forum
May 25, 2010 - Atlanta, GA
Please join us at our upcoming 2010 Executive Forum scheduled for May 25th, in Atlanta GA. We bring together senior leaders from leading service organizations to share experiences and discuss the future direction of the industry. You'll find the forum enlightening and very beneficial. More | Register
Fall Event - Save the Date
Service Strategies' fall event will be held in San Diego, CA on October 18 - 19, 2010. We hope you can join us. Details to be announced shortly.
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FEATURED COURSE
Support Manager (CSM)
May 3 - 7 Boston (Hopkinton), MA May 3 - 7, Hyderabad, India
Like an MBA for service managers, this dynamic and interactive course includes over 32 hours of university-level instruction focused on managing Customer Service and Support Operations. Students who successfully complete the on-site exam attain the designation as a Certified Support Manager (CSM) under the industry standard Service Capability & Performance, Career Certification program.
Learn More | Register
NEW TRAINING PROGRAM
Accent Reduction Training
Service Strategies Asia Pacific is pleased to offer a new Accent Reduction Training Program designed for companies with Asia based technical support staff needing to improve their English language skills. The program employs specially designed Accent Neutralization and Reduction techniques that can help your Asian support operations. Learn More
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Connect with your fellow CSMs on LinkedIn. Join Today
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@SvcStrategies
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BLOG POSTS
How Does Your Organization Measure Case Backlog?
by: Ben Stephens, Service Strategies
In a service organization there is always more service demand than can be met in a single day, week, or month. Incomplete service requests, “work in process,” backlog or case load are some of the common names for the work yet to be completed in the support center... I guess case backlog is like the national debt, it will never get reduced to zero, only grow and shrink over time. Read More
Measuring Service Deflection
by: Greg Coleman, Service Strategies
There are a wide array of opinions about measuring Service Deflection (commonly referred to as call deflection) out there in the industry today, and as many methods to do so. In a study we did several years ago, we found that out of over 90 survey respondents, there were almost 80 different measures of deflection being used. The problem with this is that there is no way to benchmark results when everyone is using a different measurement method. It’s an apples to oranges to peaches to pears comparison. Read More
UPCOMING WEBINARS
Services and the Big Picture
Thursday April 22, 2010 - 9:00 AM Pacific Time
Hosted by Service Strategies, this complimentary Best Practice Webinar will feature guest speaker Dr. James Alexander, Ed.D. founder of Alexander Consulting. Dr. Alexander will discuss how to build new streams of profitable revenue and create a competitive distinction in the market. This session is geared for senior managers wanting to understand how services can help drive their business success. Register Now
Listen Your Way to eService Success
Thursday, May 20, 2010 - 9:00 AM Pacific
Hosted by Service Strategies, this session will feature special guest speaker Christine Egli, Online Support Product Manager for Mentor Graphics Corporation. In this session we will review the award winning SupportNet eService platform created by Mentor Graphics and the guiding role of the customer listening program. In particular, Christine will highlight the evolution of the online services and illustrate how the various components of the customer listening program influenced division strategy and investment decisions. Register Now
CASE STUDY
The Road to Service Excellence - Spotlight on SCC Soft Computer
As one of the largest laboratory information systems companies in the world, SCC Soft Computer has been recognized for producing innovative products with superb functionality. To complement this product expertise, the company set a goal to provide the highest quality services to meet the strict demands of its clients. As a result, SCC adopted the industry leading Service Capability & Performance (SCP) Standards as their framework for service excellence. Read More
IN THE NEWS
Advent Earns Certification Under the SCP Standards for Fifth Year
Advent Software, Inc. (NASDAQ: ADVS), a leading provider of software and services for the global investment management industry, today announced that both its Investment Management Group (IMG) Client Support and Professional Services organizations have achieved certification under the Service Capability & Performance (SCP) Standards. Advent is the only financial services software firm to achieve certification in both Client Support and Professional Services. Read More
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FOR COMMUNITY MEMBERS
RECORDED WEBINARS:
Transforming Support Shift Service Up, Costs Down
Andrew Murray, Director of Outsourcing Services - Capgemini
Hosted by Service Strategies, this session featured guest speaker Andrew Murray, Director of Outsourcing Services - North America for Capgemini. Capgemini has shifted support costs down and satisfaction up by transforming their IT support delivery. In this webinar, Andrew Murray shares how his organization used a right sourcing model based on self-service and remote support to fuel their support shift.
View Recording
Everybody Sells Services - At Least they Should!
Dr. Jim Alexander, Ed.D. - Alexander Consulting.
Hosted by Service Strategies, this session featured special guest speaker Dr. Jim Alexander, Ed.D. founder of Alexander Consulting. Dr. Alexander shared his wisdom about how to build, market, and sell profitable services in any industry. He discussed the experiences, benchmarks and best practices articulated in his new book, “Seriously Selling Services.”
View Recording
Making Metrics Matter – Leveraging Dashboards to Drive Change
Jim Jones and Carl Orsi of Wind River Systems
January's Best Practice Webinar feature special guest speakers Jim Jones and Carl Orsi of Wind River Systems. In this session, we discussed how Wind River is using an innovative Dashboard reporting system to measure performance and drive change. Reporting metrics is simply not enough, the key is how companies can leverage the information to improve performance and influence change throughout the company. View Recording
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ONLINE TRAINING COURSES
Service Strategies provides a variety of online training courses for service professionals. Check out our online courses and register today:
DVD TRAINING PROGRAM
The Service Impact! Series includes a set of training videos on DVD and a facilitators guide on CD-ROM. Perfect for meeting openers, training sessions and more! Save 60% off the typical price of a training program. Choose a single topic or the complete series bundle. Purchase Online or Preview |
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PUBLIC TRAINING COURSES
Service Strategies offers a range of training and development courses for service professionals. Check out our public courses and workshops:
Support Manager
May 3 - 7 Boston (Hopkinton), MA
May 3 - 7 Hyderabad, India
June 7 - 11 Atlanta, GA |
Field Service Manager
May 17 - 21 Windsor, UK
July 19 - 23 Chicago, IL
October 4 - 8 Seattle, WA |
Support Supervisor
May 17 - 19 Sydney, Australia
June 8 - 10 Salt Lake City, UT
July 27 - 28 Orlando, FL
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Support Professional
May 12 - 13 Windsor, UK
June 15 - 16 Atlanta, GA
August 23 - 24 Sydney, Australia
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Knowledge-Centered Support
May 25 - 27 Windsor, UK
November 16 - 18 Windsor, UK
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Problem Solving
October 13 - 14 Windsor, UK |
Account Management for Support
April 21 - 22 Windsor, UK
May 19 - 20 Orlando, FL
August 10 - 11 Denver, CO |
>>Full Course Schedule<<
>>Register for a Course<< |
RECENTLY CERTIFIED UNDER THE
Service Capability & Performance (SCP) Standards
 - Denotes number of years certified
Advent Software, Inc.
IMG Client Support - San Francisco, CA
IMG Professional Services - San Francisco, CA
Mentor Graphics
Support Center - Wilsonville, OR
Support Center - Huntsville, AL
Support Center - Longmont, CO
Support Center - Marlboro, MA
Support Center - San Jose, CA
Support Center - Munich, Germany
Support Center - Newbury, Berkshire, UK
Support Center - Valizy, France
Support Center - Singapore
Support Center - Hyderabad, India
Support Center - Taipei, Taiwan
Support Center - Tokyo, Japan
Worldwide eServices Organization
Assurant Solutions
Lawton Contact Center - Lawton, OK
McKesson Corporation
Automation - Pittsburgh, PA
RCS Claims Administrator Support - Charlotte, NC
RCS Pathways Contract Management - Alpharetta, GA
RCS STAR Product Group - Alpharetta, GA
CompuCom Systems, Inc.
Dallas Service Desk – Dallas, TX
View the Complete List of SCP Certified Organizations
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