SSPA Members Benefit from New Inquiry Service Providing Direct Access to Unparalleled Expertise in Support Management, Operations and Technology

Industry Veterans Jim Hendrickson and John Ragsdale Lead New Service Delivery

SAN DIEGO, July 24, 2007 – As part of its ongoing commitment to assist members in maintaining and delivering high customer value through best practice-based service and support, the Service & Support Professionals Association (SSPA), the largest and most influential association for technology service and support professionals, now offers a new Member Inquiry Service that is receiving strong member endorsement.

“We’ve created these new services as a value-added membership benefit that will address member questions on a wide range of issues related to delivering optimum customer service and support,  including management, operations and technology,” said Stephen Smith, SSPA Executive Director.

Typical inquiries deal with topics such as how to improve customer satisfaction ratings through operational improvements, and what is the best technology approach to improving the effectiveness of processes.  Reponses are delivered within 48 hours of the initial inquiry.

Providing expert inquiry advice are two key SSPA industry resources.  Jim Hendrickson is vice president, advisory services, specializing in management and operational improvements.  An active participant and supporter of the SSPA during his 35-year career in customer service and support, Hendrickson also oversees the well-known SSPA Benchmark program, conducting the annual reviews of benchmark data with SSPA members. His experience managing highly responsive, global customer-focused services organizations includes executive-level services leadership roles at companies such as Informix, BEA IBM, and several start-ups.

“The SSPA Inquiry Service opens up wider and faster access for members to our vast ‘toolbox’ of resources including industry-leading SSPA research, our dynamic and highly regarded Benchmark program, as well as the SSPA team’s experience.  The SSPA executive staff collectively brings together hundreds of years of experience that our members should tap into.  We’ll also be able to connect members to foster collaboration on similar issues and challenges,” said Hendrickson.   

John Ragsdale, SSPA vice president of research and one of the industry’s leading analysts, spearheads technology-related advisory services.  Ragsdale is widely regarded as the most knowledgeable source for service and support technology solutions, with more than 20 years of industry experience in understanding the technology and vendor landscape for IT services

The buzz has already started around the new services. 

“If you are looking for industry best practices or have any questions specific to your business, stop searching and contact the SSPA. That’s what I did and it really advanced the progress of my efforts,” said Olivier Bouchard, manager, support services, Taleo.
  
The SSPA Member Inquiry service is offered free of charge as a benefit of basic SSPA membership.   To submit a question and for more information, go to http://www.thesspa.com/advisory/inquiry_services.asp.

A second tier, fee-based program, SSPA Advisory Services, is also available to those members who require more in-depth, specialized counsel, and provides a way to leverage best practice expertise from SSPA industry experts to help technology service and support organizations overcome higher-level business challenges in strategy, process improvement and operations, and technology adoption strategies, requirements and vendor selection. 

“When a member needs in-depth assistance with a business challenge, SSPA Advisory Services offer access to our team of industry experts who are well versed in both day to day operations and executive level strategy planning for technical support and contact center organizations,” explained Hendrickson.

To learn more about SSPA Advisory Services including speeches, presentations and custom benchmarks, members are encouraged to contact their Member Development Director (MDD) or go to http://www.thesspa.com/advisory/index.asp.

About the SSPA
As the industry’s foremost professional association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum – from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders such as J.D. Power and Associates and the Wharton School to create programs that benefit the industry. The SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA). For more information, visit www.thesspa.com.