PARTNER WHITE PAPERS

Social Media - Are You Listening to the Voice of the Customer?

A Joint Research Report from Verint Systems and TSIA

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.

CSAT 2.0: Harnessing the Voice of the Customer

A Joint Research Report from Convergys and TSIA

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.

Battling Complexity with Automated Diagnostics

A Joint Research Report from ISOdx and TSIA

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.

Beyond Utilization: Why Profitability Matters

A Joint White Paper from TSIA and NetSuite OpenAir

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.

Secrets to Top Gun Troubleshooting and Knowledge Capture

Kepner-Tregoe

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.

Creating a Multi-Lingual Knowledge Environment to Build a Global Customer Experience

InQuira

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.

The FCR Silver Bullet – Algorithm based First Contact Resolution

Enkata

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.

The Role of PS in Driving Product Consumption

Compuware

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.

Cu stomer Support Megatrends and Next Practices: 2010 Update

eGain

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.

Effectively Balancing Speed, Quality and Cost Metrics

Citrix Online

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.

Beyond Search: Customer Information Access

Coveo

Today’s technology support organizations rely on a diverse array of content to solve customer problems, with structured and unstructured data sources residing both inside and outside the firewall. TSIA members report routinely accessing an average of 12 different applications or systems to provide assisted customer support. This report presents how innovative customer information access technology can analyze information whereever it is stored, making it easy to leverage new internal and external content sources, lowering overall costs and improving customer service.

Project Workforce Management for Service Organizations - Beyond Professional Services Automation (PSA)

Tenrox

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.