The Complete Guide to Purposeful Support Practices


Introduction: Purposeful Support Practices

Service Strategy

Purposeful Practices

1. Achieving First Contact Resolution
2. Making UFFA a Priority
3. Mapping Call Types for Action
4. Introducing New Technologies
5. Balanced Scorecard Storytelling

Bang for the Buck: Generating a Continuous Return

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“If you read one industry paper this year in hopes of significantly impacting your Support Center's performance, perception and perspective — make it this one!”

Ron Muns
Founder, HDI & Service and Support Industry Thought Leader

“PURPOSEFUL SUPPORT PRACTICES contains rich and relevant content, fun graphics and straightforward bullet lists makes it mandatory reading for all IT Service Professionals.”

Malcolm Fry
Service and Support Industry Consultant & Thought Leader

"Pete, I finished your eBook last night and I think it’s the best thing you’ve done yet! It was super! You hit just the right combination of professional sophistication and good, clear writing!

Excellent work!!"

Robert S. Last
DMG Consulting