|
FOR IMMEDIATE RELEASE
Self-Service Hampered by Lack of Measurement of Effectiveness, ServiceXRG Report Finds
Comprehensive research report finds that industry needs to better define and measure self-service excellence in order to move beyond current reactive climate
Wellesley MA, November 21, 2005 – Service Excellence Research Group, LLC (ServiceXRG), a leading industry resource for support and service industry professionals, finds that while IT self-service options and delivery have made great strides, the next evolutionary phase will not occur until providers adopt consistent definitions for self-service effectiveness and excellence. Its 119-page report Self-Service Excellence – a Roadmap for Achieving Self-Service Success covers the end-to-end success factors for developing and executing a successful self-service strategy. The report notes that while self-service was designed to off-load the heavy volume of easy, or rote service calls from expensive telephone support queues, self-service tools and strategies must move beyond reactively sharing information on how to fix a problem and start to apply that knowledge to identify and fix problems before they impact customers’ businesses.
Self-Service Excellence provides insight into the self-service offerings, best practices, and performance benchmarks from across the industry. The report presents critical topics such as best practices for content development, industry standard definition and measurement technique for calculating deflection, and optimizing self-help resources to meet customer needs. The full, 119-page report is available for $995, and complimentary copies of the report road maps are available by visiting ServiceXRG’s web site at www.servicexrg.com
About ServiceXRG
ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. ServiceXRG’s research provides a balanced perspective of the IT services industry with views from users, service professionals and suppliers to the IT services industry.
ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high quality industry data. ServiceXRG provides custom benchmarking, competitive analysis, customer satisfaction assessment, and a series of reports on industry trends and best practices. For more information, visit www.servicexrg.com.
Contacts:
Thomas Sweeny
Service Excellence Research Group, LLC
978.448.3166
tsweeny@servicexrg.com
Alison Harris
Harris Media Services
207.829.4500
alison@harrismediaservices.com
|
