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Join the ASP!
When you have a tough question, it's good to have friends who can
help.
Membership is only
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-$500/year for companies
-Amounts in between for
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ASPonline.com
> Features |
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ASP Announces
"Best Web Support" Winners
for 2008
The Association of Support Professionals has announced the winners
of its eleventh annual "Ten Best Web Support Sites" competition, a
prestigious award that showcases excellence in online service and
support.
Details....
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Forum: Tech Note Best Practices
"We get a lot of complaints that our tech notes are 'too technical'
(they were written for our support engineers, not for end users).
Are there best practices for writing tech notes we could adopt?"
If you have advice on this question, visit this month's Forum.
Fee-Based Support Trends Survey
Our latest research survey takes a look at best practices and
success factors in fee-based support plans. As always, everyone who
participates gets a complimentary copy of the full report. To see
the survey questionnaire, click here.
Forum: E-Mail Writing Standards
"A few of our support reps have real problems writing a grammatical
English sentence. They insist that e-mail is a 'different medium,'
so punctuation and spelling aren't important. Who's right?" If you
have advice on this question, visit this month's Forum.
2008 Tech Support Salary Survey
The ASP's annual salary survey has good news for support employees
across the board: Pay levels have risen dramatically in the last
year, usually at double-digit rates. For details, log in to the members-only page.
Management Performance Benchmarks
Support managers are expected to be competent in a variety of
performance areas, but which of these areas are the most (and
least) important? Drawing on data from 136 technology companies,
this report provides hard data on ten different corporate
priorities and shows how managers rank their own effectiveness
in each of these areas. Free for members in the members-only area.
A Guide to Packaged Services
An ASP research report explores critical success factors for
fixed scope, fixed price services offerings. Free for members in
the members-only area.
Customer Satisfaction Benchmarking
A survey report from the ASP looks at current response rates
for customer satisfaction surveys, as well as best practices for
follow-up actions, incentive pay, and peer-to-peer benchmarking.
| 2008 Technical Support Salary Survey |
Details |
| Management Performance Benchmarks |
Details |
| Maintenance & Services Ratios/2007 |
Details |
| A Guide to Packaged Services |
Details |
| 2007 Technical Support Salary Survey |
Free |
| Customer Satisfaction Benchmarking |
Details |
| Web Support Assessment Techniques |
Details |
| Tech Support Turnover Ratios |
Details |
| Maintenance & Services Ratios/2006 |
Details |
| How to Grow Professional Services |
Details |
| 2006 Technical Support Salary Survey |
Free |
| Product Support Blogs |
Details |
| Managing Emerging Technologies |
Details |
| Maintenance Renewal Rates |
Details |
| Maintenance & Services Ratios/2005 |
Details |
| Tech Support Reporting Channels |
Details |
| 2005 Technical Support Salary Survey |
Free |
| Managing Support Forums |
Details |
| Maintenance & Services Ratios/2004 |
Details |
| Training Salary Survey |
Details |
| How to Manage Junk E-Mail |
Free |
| 2004 Technical Support Salary Survey |
Free |
| Technical Support Cost Ratios |
Details |
| CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
| Technical Support Training Metrics |
Details |
| Support Pricing & Negotiating Strategies |
Details |
| 2003 Technical Support Salary Survey |
Free |
| Doing More With Less |
Details |
| Tech Support Outsourcing |
Details |
| Trends in Fee-Based Support |
Details |
| The Economics of Online Support |
Details |
| Service Marketing |
Free |
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2000-2001 Research Reports |
| Customer Satisfaction Survey Metrics |
Details |
| Tech Support Newsletters |
Details |
| After-Hours Support Compensation |
Details |
| Certification and Support Salaries |
Free |
| 2000 Technical Support Cost Ratios |
Free |
| Tech Support Hours |
Free |
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Community
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ASP Alert
Interested in hearing about survey projects, Web awards, new ASP
reports, and chapter events?
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