Resources

Tools and templates from across the industry.

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

 
Guide: A sample training plan to introduce a new analyst into your oganization.
Tag(s): toolbox, RESOURCES, people, workforce management, coaching

Tag(s): OLA, operational level agreement - OLA, RESOURCES, toolbox

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

 
Guide: Practices to consider when using call recording for quality assurance, coaching and performance evaluation.
Tag(s): RESOURCES, best practice, coaching, support operations, 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): metrics and measurements, RESOURCES