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Overview:

Companies looking to manage their technology service offering with support process efficiencies and customer satisfaction benchmarks are faced with alarming trends and few practical solutions. A recent benchmark study from the Services Support Professional's Association (SSPA) concluded that the time spent resolving electronic problems accounts for 71 percent of customer complaints. At the same time, the average cost per electronic case nearly doubled between 2000 and 2003. In their seemingly endless search for the right solutions, today's progressive enterprises increasingly turn to web-enabled support as the primary means to reduce support costs and increase customer satisfaction. However, of the many technologies available to elevate and enhance support organization, only a handful of solutions actually achieve that goal.

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Format:PDFSize:222 KB
Date:Jul 2007
Pages:6

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