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The PhaseWare Files:
Articles, Observations, and Ideas
about Customer Support

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Congratulations, Shama Kabani, Winner Of 2010 Tech Titan Award!

Customer Service Lessons from Teachers

A Shout Out to Shama Kabani and The Marketing Zen Group!

Customer Service Lessons...From a Utility???? Yep!

Topsite Blog Code

CRM: Blending the Personal Touch with Technology

Customer Service via the Written Word

More Multichannel Service: Order & Infrastructure of Implementation Part 2

Let Those Customer Service Brain Cells Browse These...

More Multichannel Service: Implementation Order & Infrastructure Pt 1

Polishing a Tarnished Reputation: Lessons in Customer Service

Common Problems with Multichannel Service Deployment

Introducing the PACE Framework for Multichannel Service

Customer Service: Don’t Let a Bad Day Get in the Way of Good Business

Multichannel Customer Service Requirements

Who Is Responsible for Multichannel Support? Multichannel Madness

PhaseWare's Hoyt Mann Supports Lance Armstrong and LiveStrong

How to Train Employees in Customer Service: Whips Not Required

Customer Support for the Digital Customer: Multichannel Madness

Customer Service: The Modern Chivalric Code

EMR and EHR Providers: Is Your Customer Support Ready to Rumble?!?!

How to Deal with Raging Customers: Customer Service Under Fire

A Gap Analysis Checklist for Multichannel Service Implementations

More than Fireworks: Beyond Marketing and into Customer Service

Eclipse the Competition: Undying Customer Support

4 Methods of Customer Support Call Handling

Business as a Human Body: Use Customer Support Tools to Avoid Strains

When Companies Make Customer Service Mission: Impossible

PhaseWare for Mobile is Coming!

Customer Service Lessons from the Legendary Robin Hood

The Absolute First Step For Implementing Your EMR/EHR Solution

Opportunities in Customer Service: Social and Mobile Devices

3 Ways to Meet Customer Expectations

The Accidental Knowledge Manager: Information Handling in Customer Service

Introducing Our New Blogger: Jody Pellerin

Free 1 Hour Webinar: How to Become a World Class Call Center

Customer Service Lessons from the Armed Forces

Customer Support Metrics 101: Service Level and Response Time

Each Earpiece I See Lowers My Customer Service Expectations

4 Stories of the Care and Feeding of Customer Service

Is a Broken Part the Latest Trend for Your Customers? How Will You Know?

PhaseWare Makes HubSpot's Top 100 All Stars LIst for May!

Is Your Company as Transparent as Oil and Water?

EMR (Electronic Medical Record) Software: How's the Implementation Going?

All For Your Convenience: For Your Customers? Or for You?

Customer Support Metrics 101: First Call Resolution in Action

Customer Support Metrics 101: What's the Big Deal About First Call Resolution?

Customer Support Metrics 101: Measuring First Call Resolution

Customer Support Metrics 101: First Call Resolution Defined

2 Great Reasons Why Businesses Need a Good Blog

Attention HelpStream Customers! Keep Your Service Team Rocking and Rolling

3 Ways that Knowledge-Centered Support Puts You in the Fast Lane!

FDA Compliance and Complaint Management

What Does the FDA Want from Customer Support? A Compact Brief

Taxes, Starbucks, and Customer Service

PhaseWare Streamlines Marketing with HubSpot

Customer Support Software Case Study: Dexter+Chaney

iCustomerService

Do You Have a World Class Call Center? SQM Group Can Tell You

Encourage Customers to Complain: A Non-Intuitive Customer Loyalty Program

Don't Drop the Ball: Four Customer Support Processes That Can Benefit from Automation

Hitting Home Runs with Forum Management

Centralized Customer Information: Get Your Stuff Together Customer Support

Is a Contact Center Is a Call Center Is a Help Desk? Not Quite.

Which is Best for Your Site: FAQs or Knowledgebases?

Great Customer Service Worth $17.3 Billion! Read All About It!

Beyond Customer Experience: More Customer Management Trends

What's In YOUR Customer Record?

All Hands on Deck: Getting Every Employee Involved in Customer Service

How Authoritative Are Blogs?

Yes, It's the Economy...But You're Not Stupid

Free White Paper: Give Customers the Gift of Chat

3 Top Trends Impacting Customer Support

Intelligent Automation in Customer Support

Marketing to Customers in a Bad Economy

Teach a Customer and You Have a Customer for Life

Customer Support with an Attitude: The Zen of Angry Customer Engagement

4 Steps to Improving First Call Resolution

What Articles Would You Like to See in The PhaseWare Files?

2 Tools That Can Streamline Your Customer Service

What You Must Know Before Choosing Your Customer Support Solution.

3 Ways to Share the Love With Customer Service Solutions

Excellent Customer Service: Return It Shall

Why Did Customer Service Go to the Dark Side?

How to Succeed in Multichannel Service By Really Trying (not a musical)

First Call Resolution Saves the Day!

How Excellent Customer Service Can Get Your Business a Boost

PhaseWare's CEO in Business Week

Get Proactive: Stop Problems Before They Start

The Impact of Multichannel Service in Best in Class Companies

Multichannel Customer Service and Support: The Series

KCS: A Better Way to Support Your Customers

My Dream: To Revolutionize the Customer Service Industry

4 Resolutions to Create Excellence in Customer Service

Defining Call Center Priorities and Responses

Support Desk VS Help Desk: Is There a Difference

I Like My IVR Well Done: Props to National Geographic and L.L. Bean

Bruce Temkin's Keys to Customer Experience

Customer Support Software for the New Decade

Why is Good Customer Service So Hard to Get?

Customer Support Software 101

Customer Service Lessons from Santa

Task Automation in the Customer Support Center: Stop Re-Entering Data and Start Interacting with Customers

A Business Owner's Christmas Wish List

8 Important Features of an Online Customer Self Service Center

It's Elementary Dear Watson: Self Service Helps Provide Superior Service

Helplessness and Anger: Your Self Service Center and the Emotional Customer

Do You Stalk Your Customers? 4 Behaviors That Make Customers Feel Like Prey.

New Moon: A Biting Lesson in Customer Service

How Are Some Businesses Like Tiger Woods? No Transparency, No Trust

Some Interesting Links to Liven Up the Holiday in the Office Doldrums

Spruce Up the Customer Self Service Center for the Holidays

Do You Know How Many Tickets Are Open in Your Customer Support Center?

Stop Re-inventing the Wheel! How to Solve Problems By Not Solving Them

Cure ALT+TABitis! Use Integrated Customer Support Software

Focus on Customer Service: Be the Cookie

#7 Sharpen the saw. Stephen Covey's last habit.

OK Scotty....Synergize! Habit 6

Do Customers Get a Trick or a Treat When They Visit Your Customer Forums?

Your Metrics or Your Life...I Mean Your Customers: Seek First to Understand, Then to be Understood - Habit 5 of the Familiar 7

PhaseWare Goes to Aggieland

Dear Bloggers: Please Proofread Your Work

Back to the 7 Familiar Habits: #4 - Think Win/Win

Announcing Our Newest Customer: Quest Recycling, llc

Video: PhaseWare Tracker-New Customer Entry

7 Very Familiar Habits: Habit 3 - Put First Things First

Habit 2 - Begin with the End in Mind: More of the 7 Very Familiar Habits

The 7 Very Familiar Habits and How They Grew: Habit #1 Be Proactive

FREE! White Paper: Hone Your Customer Support Desk Tool: 3 Keys to Optimizing the Support Desk Process

The Band of Brudders Takes on the Software World

Video: PhaseWare Tracker Incident Manager

Don't Pull the Football Away! Keep Your Customer Service Promise

Video: PhaseWare Software Overview

Is SaaS Really Better for the Environment? Or Is It Just Better for Your Budget?

Social CRM: Can It Be Packaged and Sold?

3 Places to Find Effective Keywords for Your Website

Bad Press? Sounds Like You've Started an Epidemic: How Bad Customer Service and Support Can Sicken Your Business

9/11: In Memory...

Your Customer Service and Support Agents: Your Best Resource for Customer Retention

THIS is Customer Service?!? Man with no arms penalized for having no thumbprint.

PhaseWare Goes YouTube!

PhaseWare Tracker is Now Web-Based!

Would You Like to be The Fairy Godperson of Customer Service and Support?

Could Customer Support Use Some Scenario Planning? You Bet!

The Constitution of Excellent Customer Service and Support

Everybody Is All A-Twitter: Twitter as a Customer Service and Support Channel

PhaseWare is a Finalist in Telerik Contest

The Need for Speed: Process Automation with PhaseWare Event Engine

Does Cutting Costs Pay Off?

Is Your Customer Service an Accident Waiting to Happen? Automation Can Keep Your Customer Service Accident-Free.

A Cup of Tea and a Live Chat

Think Disaster and Recovery Planning Is a Waste? Think Again.

Unified360: Your Unified Communications Expert

Self Service Center: No-Hassle Publishing

White Paper: Automation, Not Mechanization

Be a Customer Support Wizard: Harry Potter and the Managed Incident!

The Declaration of Customer Service Independence!

Creating Blockbuster Customer Experiences
Create a Blockbuster Support Agent Experience.

Step 3: Data Use

Creating Blockbuster Customer Experiences
Create a Blockbuster Support Agent Experience.

Step 2: Legacy Systems

Replace Phone Support Purgatory With Self Service Heaven

Creating Blockbuster Customer Experiences
Create a Blockbuster Support Agent Experience

Step 1: Software

The 2 Top Requirements for Customer Service Excellence

Customer Experience? You Want It, You Got It!

The Definition of Cloud Computing by the National Institute of Standards and Technology

RIA? Isn't that a tax deferred savings plan?

What Should Your Customer Support Software Do For You?

8 Reasons Knowledge Management Initiatives Fail: 4th in an Occasional Series on KM and Social Media

The Audit Team is Coming Tomorrow. What's in YOUR files?

Cure for Your Curiosity Bump (or maybe just an excuse to exercise it)

Be Flexible Like a Pretzel: Changing to Accomodate Customer Service Needs

Don't Let Social Media Knock You Down Like Domino's (Pizza)

How Much Duct Tape Does It Take? Good customer service tools increase customer retention

Where Are the (Virtual) Doughnuts? Conducting team meetings using chat

The Road to Higher Customer Satisfaction: 3 Customer Service Characteristics That Please Customers the Most

Saving Private Rabbit

Be Cool: Re-Tool!

Let's Get Social-A Social Media Round Up: No. 3 in an Occasional Series on KM and Social Media

A Touch of the Criminal Mind to Enhance the Customer Experience

Customer Service Cuts Redux: Why Don't CFOs Get It?

Why Don't C-Level Execs Get It?

PhaseWare User Summit April 2009

Employee Retention Begets Customer Retention

Live Chat: Things to think about when using chat for support.

Customer Service is the Subject of a Letter to the Editor

PhaseWare's Own Randall Nelson featured in BusinessWeek

Yours, Mine, and Ours - Knowledge Sharing Insights: No. 2 in an occasional series on KM and Social Media

4 Important Skills for Customer Support

An AJAX Primer (note: it is not a scrubbing powder)

TopSite Code

Hot IT Skill: Help Desk/Technical Support

Keep Your Story Straight: Offering Multi-channel Service

Electronic Medical Records: A Fast-Growing Software Segment

The Pros and Cons of Cross-Training (in the support center, not the gym)

4 Steps to Getting Your Great Idea Considered by Management

Three Types of Knowledge: One in an Occasional Series about Knowledge Management and Social Media

Announcing an Occasional Series About Social Media and Knowledge Management

5 Gifts for Your Customer Support Staff

Technorati profile

Real Time Service Management: Using the Dashboard

The Holidays Are Coming! The Holidays Are Coming!

PhaseWare Article Posted on Business-Software.com: CRM Buzz blog

Will Your Software Vendor Make it Through the Economic Storm?

Knowledge Management: Some thoughts on Folksonomy versus Taxonomy

Invest in Customer Service. It will never decrease in value.

Getting Through the Financial Meltdown

Customer Retention: Approach with Honesty

More on SaaS: I'm in Good Company

CRM Buzz: An Interview with Hoyt Mann of PhaseWare, Inc. from the Business Software Advisor

5 ideas for User Guidelines in Your Forum or Community

PHASEWARE, INC. RELEASES TRACKER and SELF SERVICE CENTER v. 3.1

4 Ways to Add Strategic Value to Your Customer Service Desk

You say Service Desk, I say Help Desk: Don't call the whole thing off

New Release! PhaseWare Tracker/Self Service Center 3.1

Save Yourself Some Trouble (and Customers): Automate your customer support processes

SaaS: Bottom Line Savior or Alotta Hype?

Which Channel Do You Prefer?

It's Not Rocket Science! The Key to Determining if Your Company Gives Great Service

Use the Force! Forced Knowledge Base Search

Why I Would Call It Quits Too

Four Ways to Ensure a Calm Customer Experience

I Have a Spreadsheet. Why Do I Need Customer Support Software?

Customer Self Service Serves the Business Too

7 Features Your Online Self Service Should Offer

The Self Service Center: The rising star of customer support and help desk software

Customer Support Software: How times have changed!

True Level 0 Support

How to transition talent from the front line

Knowledge Base Population - Easy or Hard?

How to capture help desk knowledge

Three Basic Elements of Customer Support

PhaseWare Knowledge Base Centered Customer Support

PhaseWare HelpDesk Tip #1

Mr. Watson! I want to see you: Can you afford to make your customer wait until Monday morning?