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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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		<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>
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		<slash:comments>2</slash:comments>
	
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		<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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		<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">sapCRM</media:title>
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			<media:title type="html">icoop</media:title>
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			<media:title type="html">iphone app</media:title>
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			<media:title type="html">sap fs demo</media:title>
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			<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>
	
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			<media:title type="html">jragsdale</media:title>
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			<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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		<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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		<title>Launching our New Company Brand: Technology Services Industry Association (TSIA)</title>
		<link>http://jragsdale.wordpress.com/2009/10/20/launching-our-new-company-brand-technology-services-industry-association-tsia/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/20/launching-our-new-company-brand-technology-services-industry-association-tsia/#comments</comments>
		<pubDate>Tue, 20 Oct 2009 00:26:55 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Technology]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=497</guid>
		<description><![CDATA[Today at the Technology Services World Conference in Las Vegas, we announced our new company identify: Technology Services Industry Association (TSIA).  This has been in the works for some time, and my very first comment is congratulations to Cindy McCombe and the rest of our marketing team for doing such a great job on the [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=497&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/20/launching-our-new-company-brand-technology-services-industry-association-tsia/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
	
		<media:content url="http://1.gravatar.com/avatar/b12e58d2833f3924c666664698d0eefd?s=96&#38;d=identicon&#38;r=G" medium="image">
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		<media:content url="http://jragsdale.files.wordpress.com/2009/10/converged-services-infrastructure.png" medium="image">
			<media:title type="html">converged services infrastructure</media:title>
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		<item>
		<title>Fall 2009 Recognized Innovators: Winners Announced!</title>
		<link>http://jragsdale.wordpress.com/2009/10/20/fall-2009-recognized-innovators-winners-announced/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/20/fall-2009-recognized-innovators-winners-announced/#comments</comments>
		<pubDate>Tue, 20 Oct 2009 00:25:14 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[innovation]]></category>
		<category><![CDATA[Recognized Innovator Awards]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=495</guid>
		<description><![CDATA[During my keynote today in Vegas at the Technology Services World Conference I announced the winners of the Fall 2009 Recognized Innovator Awards.  These awards recognize technology innovation from our SSPA, TPSA and AFSMI partners.  Partners submit application to be judged by a panel of association members and industry experts.
Innovation in Battling Complexity. Technology complexity [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=495&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/20/fall-2009-recognized-innovators-winners-announced/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">jragsdale</media:title>
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		<title>Yes, Support CAN Sell: Lessons from the B2C World</title>
		<link>http://jragsdale.wordpress.com/2009/10/14/yes-support-can-sell-lessons-from-the-b2c-world/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/14/yes-support-can-sell-lessons-from-the-b2c-world/#comments</comments>
		<pubDate>Wed, 14 Oct 2009 16:46:53 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Consumer Support]]></category>
		<category><![CDATA[Enterprise Support]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[LivePerson]]></category>
		<category><![CDATA[service sales]]></category>
		<category><![CDATA[SSPA]]></category>
		<category><![CDATA[upsell]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=502</guid>
		<description><![CDATA[I&#8217;m preparing for tomorrow&#8217;s webcast with LivePerson, &#8220;Live Chat: The Good, The Bad &#38; The Ugly,&#8221; and we are going to talk about something we&#8217;ve never tackled on an SSPA webcast before:  upsell and cross-sell.
This is always a touchy topic for tech support, with some long-time support techs not happy about putting on a sales [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=502&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/14/yes-support-can-sell-lessons-from-the-b2c-world/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
	
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		<item>
		<title>Bidding a fond farewell to a CRM innovator: Sarah Nunke</title>
		<link>http://jragsdale.wordpress.com/2009/10/07/bidding-a-fond-farewell-to-a-crm-innovator-sarah-nunke/</link>
		<comments>http://jragsdale.wordpress.com/2009/10/07/bidding-a-fond-farewell-to-a-crm-innovator-sarah-nunke/#comments</comments>
		<pubDate>Wed, 07 Oct 2009 15:47:44 +0000</pubDate>
		<dc:creator>jragsdale</dc:creator>
				<category><![CDATA[Technology]]></category>

		<guid isPermaLink="false">http://jragsdale.wordpress.com/?p=499</guid>
		<description><![CDATA[I know there is a fine line between personal and business blogs, and I have worked hard over the last couple of years not to cross that line.  I realize this post puts a toe over the line, but I hope you all will indulge me. A good friend, mentor and supporter of mine died [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=jragsdale.wordpress.com&blog=690163&post=499&subd=jragsdale&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://jragsdale.wordpress.com/2009/10/07/bidding-a-fond-farewell-to-a-crm-innovator-sarah-nunke/feed/</wfw:commentRss>
		<slash:comments>20</slash:comments>
	
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