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George Crow
- Muncie, IN
- United States
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George Crow's Discussions
Certifying or Qualifying Support Contacts
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I'm interested in learning about best (or even good) practices with certifying or qualifying the people who can call for support. Or, if you've found this to be more trouble than it's worth, I'd be…
Started this discussion. Last reply by Francoise Tourniaire Apr 9.
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As a follow up to Gemi's question to Patricia, I was curious how the engineer is measured since the emphasis is on making the customer successful. Did you change your surveys to measure this? Thanks for all the good insights!
TSIA Champions in Support Services is an exclusive, members-only group made up of some of the best & brightest in the industry today. Champions are nominated by TSIA primary contacts in each of TSIA's member companies.
This forum is focused on understanding the metrics used for Resolve Time and First Contact Resolution.
I have some clients who successfully integrate their certification programs into their support offerings by granting discounts to customers who use certified contacts. But policing such programs is not easy. What if a certified contact leaves? How m…
Hi George, this is a really noble goal, especially if you have a complex or infrastructure type product. Untrained users can really crater a support team. I have found that trying to require qualification or certification for support contacts is ext…
George - this greatly depends on who uses your software and what you expect to achieve by doing this. If you have desktop products then you probably want to qualify the users allowed to call in and make sure the customer has a qualified help desk to…
I'm interested in learning about best (or even good) practices with certifying or qualifying the people who can call for support. Or, if you've found this to be more trouble than it's worth, I'd be interested in hearing about that too. Thanks
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- Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
- SSPA
- First name
- George
- Last name
- Crow
- Company
- Ontario Systems, LLC
- Level
- Manager
- Primary Job Function
- Research
Comment Wall (1 comment)
- At 8:59am on September 29, 2009,
George Crow said…
- developing new support plans & staffing models
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