The New Imperatives for High Technology Support: A Survey of Best Practices in Problem Resolution

Topics:
Business Models
Tags:
Best Practice,
Software,
Management,
Leadership,
Leader,
Groupware,
Enterprise Software,
dbkAssociates,
Collaboration,
Survey
Source:
dbkAssociates

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Overview: This report discusses a research program in order to understand emerging trends in high-technology support. The objective is, fundamentally, to understand the issues that keep support executives up at night and to learn the best practices that leaders are applying to those problems. Support leaders are replacing ad-hoc collaboration with a managed and structured process, enabled by technology that provides expert location capabilities and captures answers for re-use. In most cases, the collaboration process is a complement to, not a replacement for, escalation. But, it makes the support center far more flexible to swarm and quickly close incidents at first contact.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: PDF | Size: 352KB | Date: Feb 2004 | Pages: 21

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