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Interesting new white papers, events, survey projects, books, and support-related tools.

Two free newsletters that everyone in the support world should read:

CRMAdvocate.com—Gary Lemke publishes a daily summary of industry news and compiles useful calendars of live events and webinars, but the best part of the newsletter is his provocative "Our Take" column.

SupportIndustry.com—More research oriented, Carolyn Healey's newsletter delivers a mix of news, publications, resources, and excellent survey-based research.

    ASPonline.com  >  Features



Image  The Ten Best Web Support Sites of 2012
Our judges have voted, and we now have ten new winners for the ASP's annual "Best Web Support Sites" competition. See who's setting the new standard for online support, and learn more about our benchmarking criteria. Details here.

Image  Coming Up: "Customer Satisfaction Analysis"
Almost everybody collects data on customer satisfaction. But what happens to that raw data? This summer, we're going to compile a new ASP report on leading-edge analytic techniques and action strategies. If your organization has developed some great new ways to use your satisfaction data, please drop a line to ASP executive director Jeffrey Tarter (jtarter@asponline.com).

Image  "Maximizing Maintenance Margins" Workshop
The June 8 session of our new workshop on support contract profitability is already sold out, so we're scheduling an additional session on Sept. 14. Registration is $475 for the first attendee, half-price for an additional attendee. Seating is limited to 18 to keep the discussions interactive. Details here.

Image  "2012 Tech Support Salary Survey"
Our 17th annual support salary survey offers the latest trend data on support compensation across seven major job categories. For details, click here. To download a copy, please visit the members-only page.

Image  "A Guide to Implementing Live Chat"
A new research report takes a look at chat, one of the fastest-growing and most promising new channels for delivering support. Survey data, best practices, case studies—this report will answer many of your implementation questions and give you new insights even if you're already hosting an active chat channel. Details here.

Image  Templates & Checklists
Our latest membership feature is a collection of support-related document templates and process checklists. We've posted a few examples as a demonstration, but our goal is to create a clearinghouse for members to share their own best-practices work. If you have any documents like these that you'd like to share with other ASP members (with appropriate credit), please contact ASP executive director Jeffrey Tarter for more info.

"Successful Support Communities"
A new ASP research report explores key factors that contribute to the success of customer support communities, both online and real-world. For details, click here.

"Front-Line Support Incentives"
This ASP research report looks at the growing popularity of performance incentives for front-line support agents. Drawing on data from 153 respondents, the report identifies best practices, success criteria, and potential problem areas. For details, click here.


2012 Research Reports

2012 Technical Support Salary Survey Details

2011 Research Reports

A Guide to Implementing Live Chat Details
Maintenance & Services Ratios/2011 Details
Successful Support Communities Details
2011 Technical Support Salary Survey Free

2010 Research Reports

Front-Line Support Incentives Details
Maintenance & Services Ratios/2010 Details
A Guide to 7x24 Support Plans Details
2010 Technical Support Salary Survey Free  

2009 Research Reports

Setting Limits on Unlimited Support Details
Maintenance & Services Ratios/2009 Details
A Guide to Better Tech Notes Details
2009 Technical Support Salary Survey Free  

2008 Research Reports

The Great Customer Experience Details
Maintenance & Services Ratios/2008 Details
Trends in Fee-Based Support Details
2008 Technical Support Salary Survey Free  

2007 Research Reports

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

2006 Research Reports

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

2005 Research Reports

Managing Emerging Technologies Details
Maintenance Renewal Rates Details
Maintenance & Services Ratios/2005 Details
Tech Support Reporting Channels Details
2005 Technical Support Salary Survey Free  

2004 Research Reports

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  

2003 Research Reports

Technical Support Training Metrics Details
Support Pricing & Negotiating Strategies Details
2003 Technical Support Salary Survey Free  
Doing More With Less Details

2002 Research Reports

Tech Support Outsourcing Details
Trends in Fee-Based Support Details
The Economics of Online Support Details
Service Marketing Free  

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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Flash Survey
May – June '12

What's the single most important use of your customer sat surveys?
Show top management that we're doing a good job
Identify specific customers who need follow-up
Identify high-frequency product problems
Help define new ways to deliver services and deploy resources

  
pollcode.com free polls

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