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A CFO's Guide: Improving the Bottom Line of Your Professional Services Organization
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 | The best professional services organizations are looking to streamline, automate and integrate financial and operational processes to drive revenue opportunities, improve financial decision-making and grow profits. In this white paper, learn how you can access real-time information and gain visibility into all active projects, performance, client satisfaction and bottom-line profitability. In addition, this paper will reveal how you can do this while reducing costs, accelerating workflows and optimizing utilization of billable employees. |
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Real-Time Multilingual Chat For The Contact Center
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 | Improving Customer Engagement and Your Bottom Line with Multilingual Chat
For companies expanding globally, chat applications provide an ideal complement to telephone support. Now enterprises can bring the benefits of chat - improved customer satisfaction, increased revenue, and lower support costs - to their non-English speaking audiences - both domestically and internationally. This white paper from the GeoFluent team at Lionbridge details how multilingual chat technology can easily integrate with common chat applications to enable your English speaking agents to communicate seamlessly with your non-English speaking customers.
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Automating Quote to Cash: The Impact to Professional Services
A Co-authored Research Report from NetSuite and TSIA | |
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 | Quote-to-cash is the macro-level process for enterprise technology purchases, encompassing the acquisition of customers, the sales process, implementing technology purchases, ongoing support for customers and, above all, timely and accurate billing and accounting, including the initial purchase, add-ons, as well as renewals. While automating the quote-to-cash process has been a challenging goal in the past for most companies, we've now reached a new reality where end-to-end, on-demand suites are the norm, making the process of streamlining the quote-to-cash process easier and less costly. Download this white paper to learn about the new options available. |
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Top Five FAQs for Customer Support via Web Chat
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 | Support organizations are increasingly turning to social and web-based channels of support. With this move, the challenge becomes finding the best-fit solution and strategy to implement and maintain customer satisfaction while balancing cost savings. To meet this need, a new white paper addresses the benefits of web chat, and provides answers to five of the most frequently asked questions about its use for customer technical support. |
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Ongoing Maintenance Required for Effective Knowledge Management:
"Launch and Leave"Cited as Most Common Reason for KM Project Failure | |
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 | TSIA members are reporting that after initial successes many KM projects are de-emphasized, and a year later, a once-popular knowledgebase stops delivering value. It's not hard to imagine that such disregard can quickly diminish ROI, and neglected knowledgebases can impact long-term customer satisfaction. It turns out the real challenge is keeping funding-and employee interest-attached to the project long term. This report explores common reasons for project "launch and leave" with recommendations for avoiding each scenario. The value of ongoing maintenance is investigated, including best practice recommendations on metrics to maintain the health of your knowledge implementation.
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Enterprise Search 2.0-Powered Analytics: Transforming Data into Actionable Knowledge* Exploiting the Data Avalanche to Drive Support Performance
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 | Today's customer support operations are awash with data. Support executives know there is value in the data and metrics they collect, but identifying the value using legacy tools often proves frustrating, if not impossible. In this report, learn how the ability to consolidate and correlate data from multiple sources can help you detect customer trends and identify new operational and financial insights. See how leading organizations are leveraging analytics to provide real-time insights with 360-degree views of data to drive unmatched performance. |
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Social Media - Are You Listening to the Voice of the Customer?
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 | Social Media: Are You Listening to the Voice of the Customer? --Benchmarking the Maturity of Social Service Initiatives
TSIA's annual survey reveals that as customer support organizations have adopted social media, little thought has been given to integration with existing customer processes, technologies and quality practices --meaning excellent experiences can't be guaranteed, monitored or even measured. In this report, TSIA and Verint Systems provide recommendations for launching your social service initiative - from adoption and tools, to best practices that put the "voice of your customers" to work for you.
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CSAT 2.0: Harnessing the Voice of the Customer
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 | Regardless of the type of products you support, the industries your customers are in, the geographies you cover, or the size of your company, there is one metric every technical support operation tracks: customer satisfaction. CSAT programs are critical to the success of service organizations, providing feedback on operations, helping identify trends and uncovering service issues. CSAT rates can be linked to customer loyalty and repurchase - key elements of revenue generation and profitability. Based on TSIA customer satisfaction benchmark data and a groundbreaking Convergys study, the "2010 Convergys Scorecard Research Series",this report from TSIA and Convergys brings you an inside look at customer satisfaction, its importance, its influencers and drivers, and best practices for increasing performance scores.
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Battling Complexity with Automated Diagnostics
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 | Customer support performance has declined in tandem with increase of technology complexity. Incidents are harder to solve, customer downtime has escalated - customer success is impacted and the bottom line is stressed. Support execs need to explore innovative supplier solutions to improve the service experience and help control expenses. This whitepaper explores the risks complexity poses to your company, and gives advice to help you beat the challenge. |
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Beyond Utilization: Why Profitability Matters
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 | While billable resource utilization is critical to driving a PS business, it's only part of a successful business profile. This whitepaper outlines why tracking resource utilization alone can be misleading and discusses how additional metrics, such as profitability, can provide a better end-to-end view of the success of your PS organization and how the right technology can dramatically improve project margins, billable rates, rate realization, revenue growth and annual revenue by consultant. |
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The Role of PS in Driving Product Consumption
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 | Enterprise hardware and software evolves faster than users can consume new product versions and features. Learn how your professional services organization can play a key part in helping customers overcome this consumption gap by helping them realize the full use - and value - of their technology. |
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Secrets to Top Gun Troubleshooting and Knowledge Capture
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 | In a customer service environment with exploding incident volumes, future success comes down to 2 things: having an effective and efficient troubleshooting culture and instantaneously making the knowledge that results from excellent troubleshooting available to the organization and customers. We cannot afford to solve any problem more than once. This White Paper outlines the challenges of integrating troubleshooting with knowledge management and offers strategies to overcome them. |
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Creating a Multi-Lingual Knowledge Environment to Build a Global Customer Experience
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 | Supporting customers in multiple languages can have a major impact on the global customer experience. In this report, learn about the challenges to offering multilingual support and how innovative companies are overcoming those challenges with a mix of strong processes and best-of-breed knowledge tools. Support executives should begin to create a knowledge infrastructure that not only enables multilingual support, but offers streamlined processes for creating, maintaining and searching for translated versions of content. |
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The FCR Silver Bullet -Algorithm based First Contact Resolution
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 | Learn how the latest performance analytics applications extend the FCR tracking capabilities of your current trouble ticketing systems. Eliminating repeat calls is the single most impactful initiative for service operations to improve customer satisfaction and reduce operating costs. This white paper is a comprehensive review for where service operations should focus investments and resources to reduce repeat calls. Learn why trusted contact reasoning is critical to accurate FCR measurement. |
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Customer Support Megatrends and Next Practices: 2010 Update
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 | As mobility and social networks collide with globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, including redefined expectations from C-level executives and the imperative to build competitive advantage through customer service. This white paper discusses the eight megatrends transforming customer support organizations today, and best practices to make the most of the unique opportunities each megatrend presents. |
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Effectively Balancing Speed, Quality and Cost Metrics
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 | This new TSIA white paper explores 3 fundamental metrics - operational, quality and cost - that you should include in your services dashboard, outlines specific measurements to track in each area and provides industry averages for key metrics to help with benchmarking. |
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Project Workforce Management for Service Organizations - Beyond Professional Services Automation (PSA)
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 | Nowhere in business is the Benjamin Franklin adage, "Well done is better than well said," more apt than in services organizations. While buyers delighted with products may forgive a company for glitches experienced in obtaining them, customers buying services will not. The experience is the service. Strategic plans, implementation roadmaps and performance objectives are meaningless without the timely and effective delivery of the services promised. |
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