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Richard Erder
- Male
- Richardson, TX
- United States
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Richard Erder's Discussions
Services Compensation
2 Replies
Started this discussion. Last reply by Daniel Bankert May 19.
Knowledge Management in the Call Center
3 Replies
Started this discussion. Last reply by Paul Gump Nov. 6, 2009.
Richard Erder's Page
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Latest Activity
Im having a hard time finding sample Professional Services compensation plans, I'm familiar with the various methods used to calculate it, but was hoping to look at some actual written plans to borrow text from, and generate ideas of levers I may wa…
Richard, great question. I can't comment on support or field service, but TSIA has done extensive benchmarking on Technology Professional Services (consulting services within product companies) compensation, including salary data as well as detailed…
March 4, 2010 from 10am to 11am
Compuware Webcast with Guest Speaker, John Ragsdale, VP of Technology Research, TSIA
Join John Ragsdale who will discuss the importance of benchmarking the operational and financial metrics of your professional services organization against industr…
Do any product oriented companies compensate (such as raises, bonuses, etc.) their Services divisions separately based on the independent performance of the Service division? Do any companies have a separate compensation schedule for the Services di…
This forum is focused on understanding the metrics used for Resolve Time and First Contact Resolution
Hi Richard,
I found an interesting free WEBINAR on Learn how you can utilize a thriving knowledge management program to successfully capture, structure, and reuse information and willing to share it with you.
Registeration Link:
http://budurl.com/…
October 8, 2009 from 11am to 12pm
Knowledge Is Power:
Leveraging Surveys to Improve Customer Retention
Join this live SSPA Partner Webcast to hear John Ragsdale, SSPA's VP of Research, share strategies for using customer satisfaction surveys to radically improve the customer experi…
September 10, 2009 from 10am to 11am
In this live webcast, we’ll explore the latest and greatest KM practices that have proven successful for companies just like yours. You'll learn why and how the application of KM has proven to be beneficial for most enterprises that deal with large…
John,
Great information. Thanks for the response.
Rick
Hi Richard;
For tools, I would refer you to my member technology survey that shows member adoption of KM related products such as agent and customer facing knowledgebases and intelligent searching. Here's a link: http://www.thesspa.com/Login/Member/…
I would like to know what tools, techniques, and methodolgies for Knowledge Management are being used in Technical Support Call Centers to increase effciences, reduce costs, improve First Call Resolution and reduce Talk Time. I am interested in tech…
Profile Information
- 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
- Richard
- Last name
- Erder
- Company
- Fujitsu Network Communications
- Level
- Manager
- Primary Job Function
- Field Service & Logistics
- Please provide a brief bio and collaboration interests (not required)
- I am the Manager for Service Quality. My interests are Service metrics, Benchmarking, Knowledge Management, Customer Satisfaction, Surveys, and eLearning.
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