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	<title>Ragsdale’s Eye on Service</title>
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		<title>Ragsdale’s Eye on Service</title>
		<link>http://jragsdale.wordpress.com</link>
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		<item>
		<title>Gartner and AMR: Shrinking Demand for IT Advisory Services</title>
		<link>http://jragsdale.wordpress.com/2009/12/07/gartner-and-amr-shrinking-demand-for-it-advisory-services/</link>
		<comments>http://jragsdale.wordpress.com/2009/12/07/gartner-and-amr-shrinking-demand-for-it-advisory-services/#comments</comments>
		<pubDate>Mon, 07 Dec 2009 16:39:32 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[AMR]]></category>
		<category><![CDATA[Gartner]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=547</guid>
		<description><![CDATA[After I get a question for the third time, I usually try to write about it in my blog. I&#8217;ve had more than three inquiries from TSIA partners asking my thoughts on the continued consolidation among IT advisory firms as Gartner announced last week they were acquiring AMR, so here goes.
As a former analyst from one of [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=547&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/12/07/gartner-and-amr-shrinking-demand-for-it-advisory-services/feed/</wfw:commentRss>
		<slash:comments>3</slash:comments>
	
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		<item>
		<title>Social Media Meets Tech Support: By the Numbers</title>
		<link>http://jragsdale.wordpress.com/2009/12/01/social-media-meets-tech-support-by-the-numbers/</link>
		<comments>http://jragsdale.wordpress.com/2009/12/01/social-media-meets-tech-support-by-the-numbers/#comments</comments>
		<pubDate>Tue, 01 Dec 2009 15:58:55 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Consumer Support]]></category>
		<category><![CDATA[Enterprise Support]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[social media]]></category>
		<category><![CDATA[communities]]></category>
		<category><![CDATA[forums]]></category>
		<category><![CDATA[salesforce.com]]></category>
		<category><![CDATA[TSIA]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=542</guid>
		<description><![CDATA[The top attended session at October&#8217;s Technology Services World Conference was from Shawn Santos, TSIA&#8217;s Director of Programs &#38; Community, entitled &#8220;Change is the Only Constant: How Social Media is Transforming Customer Service.&#8221; The content for the presentation was from the first TSIA member survey on social media, and I will be highlighting some of [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=542&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/12/01/social-media-meets-tech-support-by-the-numbers/feed/</wfw:commentRss>
		<slash:comments>5</slash:comments>
	
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			<media:title type="html">jragsdale</media:title>
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			<media:title type="html">social media barriers</media:title>
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	</item>
		<item>
		<title>Trends Impacting Technology Services: Please Weigh In!</title>
		<link>http://jragsdale.wordpress.com/2009/11/23/trends-impacting-technology-services-please-weigh-in/</link>
		<comments>http://jragsdale.wordpress.com/2009/11/23/trends-impacting-technology-services-please-weigh-in/#comments</comments>
		<pubDate>Mon, 23 Nov 2009 15:21:05 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Technology]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=539</guid>
		<description><![CDATA[My boss, Thomas Lah, executive director of TSIA, is doing some interesting work on trends. His latest blog post discusses 9 key trends impacting technology services in three areas:

Performance Trends: These are trends that will impact the performance metrics and results of a technology services business
Practice Trends: These are trends related to the business practices [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=539&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/11/23/trends-impacting-technology-services-please-weigh-in/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">jragsdale</media:title>
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		<item>
		<title>The Economics of Customer Service Excellence</title>
		<link>http://jragsdale.wordpress.com/2009/11/18/the-economics-of-customer-service-excellence/</link>
		<comments>http://jragsdale.wordpress.com/2009/11/18/the-economics-of-customer-service-excellence/#comments</comments>
		<pubDate>Wed, 18 Nov 2009 17:57:29 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[first contact resolution]]></category>
		<category><![CDATA[TSIA]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=536</guid>
		<description><![CDATA[I&#8217;m preparing for tomorrow&#8217;s Webcast, &#8220;The Economics of Customer Service Excellence: Critical Improvements for Tier 1 and First Contact Resolution,&#8221; and wanted to share some of the data I&#8217;ve come across in my research.  Obviously in a down economy (and for all the talk about recovery I&#8217;ve yet to hear any service execs getting budget [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=536&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/11/18/the-economics-of-customer-service-excellence/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">jragsdale</media:title>
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			<media:title type="html">fcr</media:title>
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	</item>
		<item>
		<title>Five WORST Practices of Customer Service</title>
		<link>http://jragsdale.wordpress.com/2009/11/10/five-worst-practices-of-customer-service/</link>
		<comments>http://jragsdale.wordpress.com/2009/11/10/five-worst-practices-of-customer-service/#comments</comments>
		<pubDate>Tue, 10 Nov 2009 16:51:34 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Consumer Support]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[electric companies]]></category>
		<category><![CDATA[poor customer service]]></category>
		<category><![CDATA[utility companies]]></category>
		<category><![CDATA[worst practices]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=529</guid>
		<description><![CDATA[A few years ago I was speaking at a conference and committed a cardinal sin: I used a company as an example of poor customer service, and that company, an electric utility, was in the audience. I tried to mea culpa my way out of it, and apologized profusely to the company&#8217;s support manager at [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=529&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/11/10/five-worst-practices-of-customer-service/feed/</wfw:commentRss>
		<slash:comments>10</slash:comments>
	
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			<media:title type="html">jragsdale</media:title>
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		<item>
		<title>Meeting the needs of remote and mobile workers</title>
		<link>http://jragsdale.wordpress.com/2009/11/04/meeting-the-needs-of-remote-and-mobile-workers/</link>
		<comments>http://jragsdale.wordpress.com/2009/11/04/meeting-the-needs-of-remote-and-mobile-workers/#comments</comments>
		<pubDate>Wed, 04 Nov 2009 15:28:25 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Consumer Support]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[iPhone]]></category>
		<category><![CDATA[mobile]]></category>
		<category><![CDATA[remote support]]></category>
		<category><![CDATA[remote workers]]></category>
		<category><![CDATA[TSIA]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=531</guid>
		<description><![CDATA[I am preparing for tomorrow&#8217;s webcast, &#8220;Developing a Support Strategy that Embraces Change in Today’s Increasingly Remote Workforce,&#8221; and though we don&#8217;t have a tremendous amount of data on the topic&#8211;YET&#8211;in the TSIA benchmark, I have found lots of interesting data from the US Department of Labor and various research groups who graciously shared their [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=531&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/11/04/meeting-the-needs-of-remote-and-mobile-workers/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
	
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		<item>
		<title>SAP CRM: Momentum followed by innovation</title>
		<link>http://jragsdale.wordpress.com/2009/10/27/sap-crm-momentum-followed-by-innovation/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/27/sap-crm-momentum-followed-by-innovation/#comments</comments>
		<pubDate>Tue, 27 Oct 2009 17:57:42 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[CRM]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[SAP]]></category>
		<category><![CDATA[SAP CRM]]></category>
		<category><![CDATA[TSIA]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=520</guid>
		<description><![CDATA[Today I attended the SAP CRM Virtual Influencer Summit to get an update on SAP&#8217;s CRM practice. I love the virtual approach for analyst summits as I have access to all the content without having to lose a day flying somewhere.  Here are some updates:

Twitter integration. SAP unveiled a CRM Twitter Solution that pulls in [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=520&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/27/sap-crm-momentum-followed-by-innovation/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
	
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			<media:title type="html">jragsdale</media:title>
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		<media:content url="http://jragsdale.files.wordpress.com/2009/10/saptwitter.png" medium="image">
			<media:title type="html">saptwitter</media:title>
		</media:content>

		<media:content url="http://jragsdale.files.wordpress.com/2009/10/sapcrm.png" medium="image">
			<media:title type="html">sapCRM</media:title>
		</media:content>

		<media:content url="http://jragsdale.files.wordpress.com/2009/10/icoop.png" medium="image">
			<media:title type="html">icoop</media:title>
		</media:content>

		<media:content url="http://jragsdale.files.wordpress.com/2009/10/iphone-app.png?w=275" medium="image">
			<media:title type="html">iphone app</media:title>
		</media:content>

		<media:content url="http://jragsdale.files.wordpress.com/2009/10/sap-fs-demo.png?w=300" medium="image">
			<media:title type="html">sap fs demo</media:title>
		</media:content>

		<media:content url="http://jragsdale.files.wordpress.com/2009/10/simplybox1.png" medium="image">
			<media:title type="html">SimplyBox</media:title>
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		<item>
		<title>Final Day of TSW: Top Attended Sessions</title>
		<link>http://jragsdale.wordpress.com/2009/10/22/final-day-of-tsw-top-attended-sessions/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/22/final-day-of-tsw-top-attended-sessions/#comments</comments>
		<pubDate>Thu, 22 Oct 2009 14:54:47 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[social media]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=515</guid>
		<description><![CDATA[I am back home after our 3 day Technology Services World Conference in Las Vegas, and starting to process all that I heard into some trend &#8216;buckets.&#8217; For now, I wanted to highlight the top attended sessions from yesterday.  Very interesting.  The first day of breakout sessions showed that the basic challenges of [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=515&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/22/final-day-of-tsw-top-attended-sessions/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
	
		<media:content url="http://1.gravatar.com/avatar/b12e58d2833f3924c666664698d0eefd?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">jragsdale</media:title>
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		<media:content url="http://jragsdale.files.wordpress.com/2009/10/sms.png" medium="image">
			<media:title type="html">SMS</media:title>
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		<item>
		<title>Announcing TSIA STAR Award Winners</title>
		<link>http://jragsdale.wordpress.com/2009/10/21/announcing-tsia-star-award-winners/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/21/announcing-tsia-star-award-winners/#comments</comments>
		<pubDate>Wed, 21 Oct 2009 21:27:34 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Best Practices]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=512</guid>
		<description><![CDATA[Today at the closing ceremony of our Technology Services World Conference, we announced the winners of the Fall 2009 TSIA STAR Awards.  These awards are presented to outstanding service and support operations, and let me tell you, winning ain&#8217;t easy.  There is a required deck of 50+ PowerPoint slides including business and customer [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=512&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/21/announcing-tsia-star-award-winners/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">jragsdale</media:title>
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		<item>
		<title>Hot Topics from TSW: Top Attended Sessions</title>
		<link>http://jragsdale.wordpress.com/2009/10/21/hot-topics-from-tsw-top-attended-sessions/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/21/hot-topics-from-tsw-top-attended-sessions/#comments</comments>
		<pubDate>Wed, 21 Oct 2009 16:38:16 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Professional Services]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[knowledge management]]></category>
		<category><![CDATA[trends]]></category>
		<category><![CDATA[TSIA]]></category>
		<category><![CDATA[TSW]]></category>
		<category><![CDATA[TSW09]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=506</guid>
		<description><![CDATA[Greetings from Fabulous Las Vegas, where 800 of my closest friends are together for our annual Technology Services World Vegas. Yesterday was our first full day of breakout sessions, and I wanted to highlight the top attended sessions since this is an instant read on the top challenges facing our professional services, technical support and [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=506&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/21/hot-topics-from-tsw-top-attended-sessions/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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