The U.S. Service & Support Professionals Association has identified the top 5 initiatives technical support centres should pursue in order to deliver breakthrough customer support and enable customer success. These are: (1) Increase employee retention and satisfaction; (2) Improve the customer experience; (3) Leverage customer feedback with business intelligence; (4) Evolve from cost centre to profit centre; (5) Adopt innovative tools and technology.
This white paper will provide a roadmap for companies looking to improve all aspects of their support operation, addressing people, process and technology issues, with special attention paid to the role of remote support technology as a key enabler of success.
