Measures, Metrics and Madness: Boston Workshop March 18, 2011

One of the top attended TSIA Member webcasts last year was a September event with my long time friend Phil Verghis, founder of the Verghis Group. The webcast was “Measures, Metrics and Madness: the New World of Guiding not Grading,” and you can register for the OnDemand version here.

Phil has been tracking the shift from ‘transaction-based’ support models to a ‘relationship-based’ one. This involves changing customers’ perceptions, from seeing your support team as a place to contact only when there are break-fix or “how do I” questions, to one that understands their business, including the technical and business context of their queries. Making this shift is key to introducing a Value Added Service strategy.

Due to the big response to this webcast, I wanted to let TSIA members and readers of this blog know that Phil is offering a one day workshop on the topic, March 18, 2011 at the Forefront Center in Waltham, MA. For more information, here is the link:

Phil is a thought leader around all aspects of support, including knowledge management and KCS. This is a great opportunity to learn about the evolving world of metrics and support best practices from one of the best in the business. If you are interested, there’s even a ‘Friends of John’ discount code to use when registering: FoJ1111.

Check it out! And as always, thanks for reading!

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5 Comments on “Measures, Metrics and Madness: Boston Workshop March 18, 2011”

  1. To say that Phil will give a great webcast would be stating the obvious. I have known Phil for at least 14 years (wow, I feel old now) and can definitely attest to the fact that he is an expert on guiding in lieu of grading. He definitely guided me (cajoled, encouraged, counseled?) even back when he was at Duke University and grew to be an expert on Help Desk Technology. I followed him through his days at Akamai and gained from his valuable insight about customer service applications. Phil’s hands-on real world experience in this area will allow him to deliver another thoughtful and thought-provoking webinar!

  2. Phil Verghis Says:

    John/Charlie: thanks for the kind words. I’ve learned a lot from both of you…



  3. Phil Verghis Says:

    Heads up – the workshop has sold out.

  4. […] and you can register for the OnDemand version here. Phil has been tracking the shift from […] Ragsdale’s Eye on Service Posted in test | Tags: 2011, Boston, Madness, March, Measures, Metrics, Workshop « A […]

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