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SSPA Research provides in-depth analysis on the hottest topics facing SSPA members, including industry trends, operational best practices, and support technology selection and implementation, and ROI. For a complete list of all SSPA Research titles, view the Research Catalog, updated quarterly. In addition to technology focused research and documented operational best practices, SSPA Research also offers a library of ‘best practice’ RFPs to help members jump start technology selection projects.


New Research: SSPA Members Only
April 2008: Exempt Status for TSEs: Navigating FLSA
Organizations Move to Reclassify Support Techs as Non-Exempt
March 2008: 2008 SSPA Member Technology Heat Map
Significant Gains in Adoption in Multiple Areas of Support Technology
February 2008: Creating Personalized Customer Experiences
Three Steps toward Offering Unique and Differentiating Support Interactions
January 2008: Assisted Support Best Practices
Which Metrics to Track and How to Calculate Them

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Virtualize Your Support Staff


SSPA Support Technology
Buyer's Guide

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Top 5 Initiatives for Break-through Customer Support
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A Smarter Agent Desktop: Discover the Advantages of Delivering a Personalized Customer Experience

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Achieving Service Excellence Across the Organization: It Takes a Village (and Automated Workflow)
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