J.D. Power Tech Support Podcast -- EP 3 – Process

During this episode, our team of J.D. Power Customer Service Advisory begins a discussion around the tech support maturity model. We focus first on Process. Where do most companies fall in the maturity model when it comes to Process? What do high performing organizations do to move forward?   This podcast features a discussion with: -- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence. -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power -- Greg Dickerson, Call and Contact Center Consultant, J.D. Power