The 10 Worst Practices for Technical Support and How to Overcome Them

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Executive Summary

Most support professionals have seen published best practices for technical support. But often, your service quality, productivity and financial performance are governed more by worst practices: self-inflicted wounds caused by short-term thinking. This white paper explores 10 of the "worst practices" that are common to customer support operations, including how these worst practices can creep into your contact center, and new ways in which to deal with them

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