Productivity Associates, Inc. » Contact Center Metrics & Tools http://www.gotopai.com Customer Experience Management. Call us at 1-800-24SUPPORT (800-247-8776) Sat, 14 Apr 2012 01:37:05 +0000 en hourly 1 http://wordpress.org/?v=3.0 The Incident Resolution Gap by BOMGAR http://www.gotopai.com/the-incident-resolution-gap-by-bomgar/ http://www.gotopai.com/the-incident-resolution-gap-by-bomgar/#comments Sat, 09 Oct 2010 23:18:15 +0000 admin http://www.gotopai.com/?p=1176 The Incident Resolution Gap by BOMGAR (56)

Similar to Citrix, BOMGAR provides effective tools for remote control and remote support. The attached white paper analyzes the “GAP” that exists between self-help and on-site support to resolve technical support issues. And then makes the case for how remote access improves the overall customer experience.

]]> http://www.gotopai.com/the-incident-resolution-gap-by-bomgar/feed/ 0 The Top Three Myths of Knowledge Management for Customer Service by IntelliResponse http://www.gotopai.com/the-top-three-myths-of-knowledge-management-for-customer-service-by-intelliresponse/ http://www.gotopai.com/the-top-three-myths-of-knowledge-management-for-customer-service-by-intelliresponse/#comments Sat, 09 Oct 2010 23:14:04 +0000 admin http://www.gotopai.com/?p=1172 The Top Three Myths of Knowledge Management for Customer Service by IntelliResponse (111)

A great white paper on changing the paradigm in knowledge management from “content is king” to answering questions quickly and effectively the first time.

]]> http://www.gotopai.com/the-top-three-myths-of-knowledge-management-for-customer-service-by-intelliresponse/feed/ 0 How to Ensure Long-Term Profitability through Customer Satisfaction by CFI Group http://www.gotopai.com/how-to-ensure-long-term-profitability-through-customer-satisfaction-by-cfi-group/ http://www.gotopai.com/how-to-ensure-long-term-profitability-through-customer-satisfaction-by-cfi-group/#comments Sat, 09 Oct 2010 23:08:31 +0000 admin http://www.gotopai.com/?p=1168 How to Ensure Long-Term Profitability through Customer Satisfaction by the CFI Group (70)

This white paper explores the benefits of using the proven measurement methodology of the American Customer Satisfaction Index (ACSI) to measure customer satisfaction – and maximize profits.

]]> http://www.gotopai.com/how-to-ensure-long-term-profitability-through-customer-satisfaction-by-cfi-group/feed/ 0 Driving IT help desk efficiency with customer-centric remote support by Citrix http://www.gotopai.com/driving-it-help-desk-efficiency-with-customer-centric-remote-support-by-citrix/ http://www.gotopai.com/driving-it-help-desk-efficiency-with-customer-centric-remote-support-by-citrix/#comments Sat, 09 Oct 2010 23:04:44 +0000 admin http://www.gotopai.com/?p=1164 Driving IT help desk efficiency with customer-centric remote support by Citrix (129)

Remote support tools are critical to the success of technical support operations. This white paper does a great job outlining the key benefits of remote-access tools.

]]> http://www.gotopai.com/driving-it-help-desk-efficiency-with-customer-centric-remote-support-by-citrix/feed/ 0 Customer Contact Transformation – Contact Center Metrics by Accenture http://www.gotopai.com/customer-contact-transformation-contact-center-metrics-by-accenture/ http://www.gotopai.com/customer-contact-transformation-contact-center-metrics-by-accenture/#comments Sat, 09 Oct 2010 22:59:20 +0000 admin http://www.gotopai.com/?p=1161 Customer Contact Transformation Contact Center Metrics by Accenture (99)

Starts with the best teaser/tag-line I’ve ever seen for a contact center metrics white paper

“Think your contact center metrics are telling you everything you need to know?
Think again.”

The white paper details some great ideas on contact center metrics and how best to look at the data you have to get good insight into the customer experience.

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