SERVICE TECHNOLOGY SELECTION
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What’s the cost of picking the wrong service technology?
The short answer? For a large technology project, it could be your career. With the cost of acquiring, implementing and successfully launching new technology always climbing, service executives must make informed decisions about “best fit” technology for your unique needs and business problems. How then do you pick the right solution—one that meets your functional needs, will scale as your company grows, and with a platform that enables you to take advantage of emerging innovation, such as Web 2 and social service.
Start by asking TSIA Research. The annual TSIA Member Technology Survey tracks adoption, satisfaction and planned spending for 24 areas of technology across support services, professional services, field service and education. Not only can we tell you which products are most commonly used by companies similar to yours, we’ll even tell you how satisfied companies are with the product.
In addition, TSIA’s VP of Technology Research, John Ragsdale, has spent 25 years in the service and support industry, managing support centers, working for CRM and knowledgebase vendors, and writing about customer service technology for Giga Information Group and Forrester Research. He knows the history of the technology vendors, their strengths and weaknesses, and if he doesn’t know the answer to your technology question, his network of experts will.
Before you create your next short list of possible technology vendors, check out the results of the 2010 TSIA Member Technology Survey; find out how your technology adoption compares to other tech companies on the TSIA Heatmap; and read research reports with product comparisons in hot areas like knowledge management, intelligent search, mobile technology, web collaboration and remote support. TSIA Research will guide you in selecting technology that will exceed the expectations of your employees and your customers—and maybe even get you a promotion.
Explore the following links to learn more: |
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