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Channel: Support Quality – Rob Addy
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The Red Kipper flies at midnight!

…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me....

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Crack Dealer Rehabilitation – Part 1

It’s been almost a week now and my login credentials are still active. Better still, I have not yet been dragged from my bed in the middle of the night for some baseball bat-based “re-education” so all...

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The Joy of Self-Assessment

According to the UK government; “Tax doesn’t have to be taxing”. But I guess they would say that, seeing as they require millions of UK taxpayers to do the paperwork for them through self-assessment…...

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Radar Plots of Goodness

In the past couple of postings we have looked at the half empty glass of support. Now let’s look at the half full version. Support has many things to be duly proud of. It delivers real value....

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“If” by Ruddy-Hard KPI-Thing

Rudyard Kipling’s inspirational poem ‘If’ first appeared in his collection ‘Rewards and Fairies’ in 1909.  ‘If’ contains many maxims for life, and is seen by many as an excellent blueprint for personal...

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Customer Advocacy is Nice. Product Advocacy is Much Nicer.

Products are lifeless inanimate things. How they are used determines the amount of business value that they deliver. Helping customers to use their products better is essential if they are to...

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(Not So) Great Expectations

It can be said that user expectation is a primary measure against which support service quality can be determined.  The following equation shows the relationship between user satisfaction, service...

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Good Service is Just a Simple Game of Snap!

Efficiently matching customer needs and preferences to the optimal support representative (or representatives) is the secret of support success. Nothing more, nothing less. It’s not necessarily about...

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