Blog by Service Strategies
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by: Tom Flodeen, VP and GM of Customer Support – Mentor Graphics Corporation
Most of us believe we are great change advocates, but the reality is we also all like stability. Especially when it is stability in our own operation. I have learned over the years that change is often the result of pain. As long [...]
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Just in the past few years we have noticed a trend where companies are consciously limiting or denying customers direct phone access to technical support staff. They are in fact reverting back to a Call Back support model that was pretty standard back in the early 1980’s.
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By: Greg Coleman, Service Strategies
Since the start of the global financial downturn, economists have struggled to accurately predict what will unfold over the course of 2009. The outlook continues to be daunting for most sectors. Even with the US Government’s unprecedented moves to bailout the financial industry and the passage of the largest economic “stimulus” [...]
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Presentation By: Rusty Walther, SVP Global Support – NetApp
Rusty’s address “Surviving and Thriving Through Huge Growth” addresses how support organizations can maximize business growth, while containing and managing Operational Expenses and Headcount. Rusty is a dynamic contributor to conferences on the international stage. He both provoked and delighted participants with his understanding and insights into [...]
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By: John Hamilton, Service Strategies
Numerous elements must fit seamlessly together to develop a support organization that is recognized as a “Top Quality” service provider. But putting it all in place can be a daunting challenge. And getting it all up and running like a well-oiled machine can be a management and logistics nightmare.
We all want [...]
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