Last week we announced the categories for the Fall Recognized Innovator Awards, to be presented at our Services Leadership Conference in Las Vegas, October 20-22. For the first time, our Fall conference will be co-located with the annual World Conference of our sister association, AFSMI, so these award categories span tech support, call center, and field service operations.
The [...]
Archive for June, 2008
Recruiting Judges for AFSMI/SSPA Fall Recognized Innovator Awards: Green Edition
June 23, 2008Web chat finds growing adoption for tech support
June 20, 2008In a previous post on the appropriateness of email for tech support, several folks added comments suggesting a post on Web chat, so here it is! I think Web chat is already hugely successful in the consumer world, and I frequently use it to communicate with my wireless carrier and various eCommerce retailers. But what [...]
Helpstream bridges knowledgebase and community content gap
June 11, 2008With the rush to leverage Web 2 and implement customer forums, companies are finding that a mature forum can have the same problem as a mature knowledgebase: lots of noise, making it hard to find useful content. I’ve written in the past about the importance of including results from both the knowledgebase and the forum [...]
The Death of Email Support?
June 2, 2008I’m endlessly fascinated by support volumes by channel, seeing which support channels customers prefer. You’ve probably all seen the figures from the consumer survey I did with Lithium last year (white paper available here) on generational differences in attitudes towards support, showing that different age groups have different channel preferences. But when you ask support [...]
