The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
By Mikael Blaisdell

New Resources

The Papers Page

For over thirty years, Mikael Blaisdell has been writing about customer retention through support and service.  Long before Customer Relationship Management became an industry, he was engaging in online discussions via the early time-sharing resources and sharing insights and best practices in published articles and columns in the print media.

The Papers page is where you can find a list of articles as they become available.  As each new entry is added, the title will be a link to the article itself.  A brief description will also be provided after the title.

The Series Index

Many of the articles here on The HotLine Magazine are organized into series.  The Series Index offers a list of all of the series together with a list of all of the individual articles in each group.

New In The HotLine Libraries

Moving To The Cloud: Transitioning Your Support Technology Suite

The basic reality of the profession of technological and customer support is that the only constant is change, and nowhere is this more evident than in its toolset.    From the very first commercial case and knowledge management systems that replaced steno pads and 3-ring binders, the “shouter-base” and an incredible array of homebrew resources 25 years ago, the contact center management industry has come a long way.  What could only be dreamed of a few years ago has become commonplace.  Now we are starting another huge development in the support technology suite, the transition to the Cloud.  There are significant advantages to be realized in that shift, but the journey is not without its risks.  As with everything else in high-tech, the keys to success are careful planning and execution.

Published in the March/April 2011 issue of the Help Desk Institute’s SupportWorld Magazine, this paper covers the process of selecting cloud-based support center tools.  Access to this paper and others in the Contact Center Management Technology Library is free, but registration is required. To register, click here.  If you already have a membership at any level, you must be logged in to access the Library.

“It’s what you don’t know about your customer relationships that can cause you to lose them.”

–The SaaS Customer Retention QuickStat

March 21, 2011