Tools and templates from across the industry.

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

Tag(s): service level agreement, SLA, RESOURCES, toolbox

Tag(s): customer service, desktop support, benchmarking, framework and methodologies, industry report, metrics and measurements, people, practices and processes, professional development, research, RESOURCES, technology

Tool: The Request for Proposal (RFP) Template shows the elements of a complete RFP and allows for customization to suit your organization's needs.
Tag(s): business of support, financial management, RESOURCES


Customer Technical Support Edition

Tag(s): customer satisfaction, customer service, customer survey tools, metrics and measurements, toolbox, people, practices, research, research corner, RESOURCES, technical support, technical support as a business

Tag(s): desktop support, customer service, framework and methodologies, practices and processes, metrics and measurements, process, research, RESOURCES, technology

An essay that defines first contact resolution rate in a multichannel environment.
Tag(s): RESOURCES, metrics and measurements

Guide: Items to consider when setting up your ACD announcements.
Tag(s): toolbox, RESOURCES, technology, service desk technology

Guide: HDI's standard job titles and brief definitions.
Tag(s): toolbox, RESOURCES, human resources, workforce enablement, people

Essay: One common mistake organizations make when implementing a knowledge base is rushing to implement self-service before they are truly ready. Use the LZS metric to predict your success rate before you grant customers access to your knowledge base.
Tag(s): RESOURCES, toolbox, KM, knowledge management, KCS