PROFESSIONAL SERVICES UPCOMING WEBCASTS

Servicing customers can be incredibly rewarding. But learning all the ins and outs of service takes many years, with more than a few fiascos along the way. After 25 years in various aspects of the customer service industry, John Ragsdale has penned a “tell all” book about the people, processes, and technology of providing technology services to customers, filled with best and worst practices, insider gossip, and sometimes shocking real-world stories. Lessons Unlearned released May 7th, follows Ragsdale through his service-oriented career. In this webcast, he’ll share highlights from the book for each of the major service disciplines:

• For customer service, a training guide for new managers, explaining key metrics and how to use them, the importance of hiring people with empathy skills, and how to coach and motivate support employees.
• For field service, the different personality types in service roles, including an anecdote about using nontraditional approaches to solve an unusual repair problem in the field.
• For professional services, advice on successful technology deployments, with a major focus on the two most common reasons behind technology failures-both of them process related.
• For education services, how video is changing the face of customer (and employee) education, with a push toward subscription-based content delivered via channels targeting specific user roles.

Join us for this informative webcast.

The last few years have not been easy for Professional Services organizations in the UK or anywhere else for that matter. While many "survived" the impact of the global recession, they quickly began feeling the rippling effects of the economic crisis in Europe.

With all of this turmoil, how do Professional Services Organizations -- whose product is their people -- continue to grow and improve the financial health of their services business?