IT Business Edge: The Ten Worst Practices for Technical Support
By Shannan Friedman
November 24, 2009 at 11:32 AM
As we all improve our customer service, we found the following white paper extremely helpful for those providing Technical Support to their customers:
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The Ten Worst Practices for Technical Support
Most support professionals have seen published best practices for technical support. But often, your service quality, productivity and financial performance are governed by worst practices: self-inflicted wounds caused by short-term thinking. This white paper explores 10 of the "worst practices" that are common to customer support operations, including how these worst practices can creep into your contact center, and new ways in which to deal with them.
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