The ROI Revival
SaaS Company Takes Value Measurement to the Next Level
Author: Shawn Santos, Director of Programs, SSPA

Talent Management in Emerging Markets
An SSPA Member Committee Report

Exempt Status for TSEs: Navigating FLSA
Organizations Move to Reclassify Support Techs as Non-Exempt

Creating Personalized Customer Experiences
Three Steps toward Offering Unique and Differentiating Support Interactions
Author: John Ragsdale, VP, SSPA Research - February 2008

Assisted Support Best Practices
Which Metrics to Track and How to Calculate Them
Author: Jim Hendrickson, VP Advisory Services, SSPA

Asking Applicants the Right Questions
SSPA Members Share Best Practices for Support Rep Interviews
Author: John Ragsdale, VP, SSPA Research - January 2007

Online Communities Give Voice to Customers
Leveraging Web 2.0 to Improve Collaboration With and Among Customers
Author: John Ragsdale, VP, SSPA Research - November 2007

Staffing Night and Weekend Shifts
SSPA Members Offer Their Own In-House Best Practices
Author: John Ragsdale, VP, SSPA Research - October 2007

OmniChannel Update: Volumes Still Climbing
Service Levels Up: Response and Resolution Times Improve for All Channels
Author: John Ragsdale, VP, SSPA Research - October 2007

"Right Channeling" Interactions by Value
Providing Unique Customer Experiences Based on Account Value
Author: John Ragsdale, VP, SSPA Research - September 2007

10 Best Practices to Increase ERMS Success
Top 10 Tips to Maximize the Effectiveness of Email Response Management
Author: John Ragsdale, Vice President of Research, SSPA - July 2007

Constructing the 360° View of the Customer
SSPA Members Make Progress in Mastering Critical CRM Concept
Author: John Ragsdale, VP, SSPA Research - July 2007

Top Knowledge Management Trends
Globalization, KM 2.0 and Evolving Customers Top Member Issues List
Author: John Ragsdale, VP, SSPA Research - June 2007

Creating Effective In-Home Service Programs
Results from the SSPA Consumer Services Survey for Home Office, Theatre
Author: John Ragsdale, VP, SSPA Research - March 2007

2007 Consumer Electronics Spending Trends
Results from the SSPA Consumer Services Survey for Home Office, Theatre
Author: John Ragsdale, VP, SSPA Research - February 2007

Hottest In-Home Service Options and Drivers
Results from the SSPA Consumer Services Survey for Home Office, Theatre
Author: John Ragsdale, VP, SSPA Research - February 2007

Best Practices to Increase Offer Accept Rates
Successfully Incorporating Upsell/Cross-Sell into Inbound Support
Author: John Ragsdale, VP, SSPA Research - January 2007

2007 Service and Support Industry Trends
Support “Crosses the Chasm” from Tactical to Strategic
Author: John Ragsdale, VP, SSPA Research - January 2007

Field Service Offer Accept Rates Nearly 100%
Extended Warranties, Additional Products and Services Prove Easy to Sell
Author: John Ragsdale, VP, SSPA Research - November 2006

Multi-Channel Adoption Trends: eChannel Volume Overtakes Phone in 2006
Author: John Ragsdale, VP, SSPA Research - July 2006

Increased Complexity Takes Its Toll Resolution Time Averages Increase across Channels
Author: John Ragsdale, VP, SSPA Research - July 2006

2006: The Year of the Omni-Channel Creating Identical Customer Experiences Across Channels
Author: John Ragsdale, VP, SSPA Research - July 2006

Executive Trends from Top Technology Firms: Discussions from the 2006 SSPA CSE Summit
Author: John Ragsdale, VP, SSPA Research - July 2006

Calculating the Cost of MVS Support Impacts To The Customer Experience And The Bottom Line
Author: John Ragsdale, VP, SSPA Research - July 2006

back to top