Consistent world-class customer support is hard to find, but, when a company is successful at delivering excellent service, I find that there are consistently four key areas where they excel. These areas have become so much a part of the culture of these types of companies that they are able to spend their time making process improvements. #1 – Common…

Having been field-tested in the fires of call center management and call center leadership, I have learned 6 critical, and truly practicable, things you can do to keep your call center employees engaged, happy and productive. Some background… The decade of the ‘90s turned out to be a great 10 years for the service and support industry. Due to a…

A key problem associated with supporting complex application software is the time it takes to resolve each incident. For most support organizations, the time to resolve is usually measured in minutes; but when supporting complex applications, it is often measured in hours. One of the most important aspects of resolving the call is taking the symptom being reported and turning it…