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In today's support environment, instinct alone is not enough.
Knowledge is imperative to survival.
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Do you have the right Call Management System to service and support your customers? Are you replacing an existing product or looking for your first Help / Service Desk solution? Is your organization outsourcing your support to a company that uses a different product than you are currently using? Should you have a support tool in mind in case things don’t work out and you have to bring support back in-house?
The following information may offer you some useful information to better understand some of the support solution options.
Since the proliferation of support technology in the early 90’s, technology for service and support units has been difficult to follow. Industry Analysts, consultants, and sales people have done their best to keep up on the trends and products but not without being challenged by the constant changes.
In the early 90’s there were over 250 call management systems (i.e. systems used to track and log calls). Many of the original products went out of business or were purchased by the competition. Purchasing of the competition’s systems was driven by two key factors: getting the competitor’s customer base or adding functionality to their existing product. Some companies purchased complimentary systems to increase the extensiveness of their solutions.
Today, there are fewer options. Many have been scaled down for small centers or primarily sell to larger Help Desks and Contact Centers. There are a very small number of these affordable solutions that will accommodate a small to medium sized organization and offer all of the functionality needed, including the popular ITIL methodology.
The primary change from the 90’s is that support solutions are popping up all over the world offering advanced hosted solutions or ones that have the basic functionality needed to log calls. Many are free to low cost. A small number of the solutions at this level are ITIL compliant. Many do not offer the complete functionality often desired – they are simply ticket- tracking systems. For many support organizations this is all that is necessary. For those who need the more advanced systems there are fewer choices but they are good options - the best of the best have remained in existence. Plan to see a few more acquisitions in the future though.
Bottom line: Today there are numerous products to select from but most of the mainstream solutions have the same capabilities with few differentiators. The typical differences include customer service from the provider, cost, ease of use, ITIL compliancy and corporate stability. If you search on “Help Desk Software” you will find hundreds of products. The products range from Call Management Systems to network monitors, telephony solutions and knowledge bases.
I hope this information is useful and offer ideas for support solutions. The next issue ofeSharings will be covering Knowledge Management, including numerous resources. Be sure to get your own copy.
Please email me if you would like more information like this in future issues.
Be well my friends,
High Tech High Touch Solutions, Inc. or www.hthts.com
P.S. In the previous issue of eSharings I shared the story about a young man with Downs Syndrome who took a job as a bagger at a grocery store. One of our readers, Rich Auerbach, shared this wonderful and touching clip on this particular story. Thank you, Rich, for sharing with us. http://www.stservicemovie.com/ It's really good.
Want to learn powerful practices and hear inspiring teachings and make it harder to fill your shoes? I can't think of anyone, whose Help Desk or Contact Center is even slightly underperforming, who wouldn't walk away from the 10th Annual Signature Customer Service and Support Professionals Conference and Expo, many times more successful, with actionable solutions, fresh ideas, new business/peer contacts and be more enriched as a service and support center professional with a deeper perspective of our industry.
Check out the comprehensive program at www.helpdeskconference.com
The 10th Annual Customer Service and Support Professionals
Conference and Expo
Chairing the event is Bill Price, President of DrivaSolutions and author of "The Best Service is No Service". The unforgettable, Dave Stockwell, Help Desk Manager from REI is the Master of Ceremonies. Daryl Covey, Help Desk Manager at NEXRAD, leads the onsite Government activities.
BRAND NEW: Service Desk Certifications
Service Desk Manager and Service Desk Analyst Certification developed by Service Desk Institute from the United Kingdom. This is some of the most advanced certification you can get for the Service Desk. The material has been taught worldwide with positive results. Sign up today.
DATE: July 8th, 2008
TIME: 10:00-11:00 PT / 1:00-2:00 ET
TOPIC: The Truth About Communication: How to Speak with Strength and Sensitivity to Get the Respect, Rewards and Results you Deserve
Professionals must articulate what they want succinctly and appropriately to get the credibility and respect they deserve. We have often heard about inappropriate communication, but could never identify when it rears its ugly head or more importantly, how to substitute appropriate responses. Colette exposes these secrets so you can master how to communicate for results. As a result of this program you will be able to:
Meet the Speaker:
Colette Carlson, M.A. is a nationally acclaimed motivational speaker recognized for her ability to inspire both men and women alike to unmask their genuine potential and achieve unlimited success through the alignment of their thoughts, words and actions.
Colette brings every lesson, module, technique and 20-years of real-life experience, including a Masters in Human Behavior, to her role as founder of Colette Carlson Communications. Colette’s relevant content and charismatic delivery keep her in front of Fortune 100 clients including PepsiCo, Boeing, Merck Inc. & Co., Chevron-Texaco and Exxon Mobil. She is the author of the soon-to-be-released book, Speak Your Truth: How to Align your Thoughts, Words and Actions into Amazing Results! and a contributing author in the book, Conversations on Success.
Her monthly column, “Tactfully Speaking” is featured in the National Institute of Business Publications, in addition to her professional advice column, “Ask Colette.” Colette was recently featured on The Success Training Network’s “Made for Success” series, and has often been interviewed on numerous national radio shows for her expertise. She is also featured in the just-released motivational movie, “Pass It ON!,” and will appear in an upcoming issue of Personal Development Magazine.
October 2008 at the Hilton Scottsdale Resort & Villas in Scottsdale, AZ
Ivy Meadorswill be delivering her first two-day retreat. There is a limit of 30 attendees for this exclusive retreat.
If you would like to be on the invitation list and be the first to know about the event details, send an email to firstname.lastname@example.org. Your email is not a commitment to attend - just a way to let us know you are interested so we can be sure we save you a seat. This event is on a first come - first served basis.
Watch for more details coming soon.
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Note:eSharings will contain links to sites on the Internet, which are owned and operated by third parties. High Tech High Touch Solutions, Inc. is not responsible for the content of any such third-party site.
Disclaimer: Our website contains links to sites on the Internet, which are owned and operated by third parties. High Tech High Touch Solutions, Inc.™ is not responsible for the content of any such third-party site. A resource included in our lists does not imply a recommendation. Sources are simply intended to provide a resource that may contribute to your work efforts, or personal and professional development.
Reach us at solutions4U@hthts.com or call 425-398-9292.
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