http://www.thesspa.com/ Service and Support Professionals Association Podcasts: A regular romp through the world of technical service, support and maintenance. en-us Copyright SSPA 2006 Tues, 12 Sept 2006 13:00:00 PST ssantos@thesspa.com Find out how Linksys extends support to more customers-and meets their highest expectations. John Ragsdale, Vice President of Technology Research, SSPA will be conducting an informative interview with Tarik Mahmoud, Sr. Manager eSupport and Service Technology at Linksys. (Sponsored by WebEx) Wed, 23 April 2008 11:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/SSPA_linksys.wmv In this podcast, John Ragsdale discusses the risks and benefits of using on-line communities for your support organization, looks at best practices currently in place, and delves into some specifics that will help you integrate on-line communities into your existing self-service operations—including generating awareness, selecting technology providers, and how to actively moderate this new customer support service. Mon, 5 March 2007 12:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/Ragsdale_web20.mp3 In this podcast John Ragsdale discusses the future of self-service technology, it's evolution from a tactical to a strategic imperative and how vendors in the market are innovating. He also shares his take on highly customized "microsites" that allow users' companies to create personalized pages for customer eService and the growing importance of "click-to-call." Mon, 11 Dec 2006 13:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/voCRM.mp3 In this podcast, we ask the very first company to achieve this type of certification—Internet Security Systems—some very important questions about how certification has impacted their company, what the process was like, and why they see certification as a key differentiator in the marketplace. Tues, 12 Sept 2006 13:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/ISS_JDPC.mp3 Web 2.0 is defined as either new technology, behavior, or both. It just depends who you ask. In this Podcast, John Ragsdale, SSPA's VP of Research, asks three industry experts how they define Web 2.0 and what it means for the technical support industry. Tues, 29 Aug 2006 13:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/Web2.0.mp3 interview with John Ragsdale, SSPA's VP of Research, discussing the benefits of omni-channel support and how the adoption of an omni-channel strategy can positively impact your support organization, your customers, and our industry. Tues, 8 Aug 2006 13:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/Omnichannel_ragsdale7.06.mp3 An informal discussion on streamlining service technology implementation with the SSPA, ATG, Symantec and CRM Magazine Tues, 11 July 2006 13:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/CRMATGPODCAST.mp3 HP was the first company to achieve certification under the new J.D. Power and Associates Certification program that was launched last fall. This interview gives an insightful viewpoint on the process of certification and the internal and external outcomes of the program. Tues, 4 July 2006 13:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/Brent_Potts_final_4.18.06.mp3 HP was the first company to achieve certification under the new J.D. Power and Associates Certification program that was launched last fall. This interview gives an insightful viewpoint on the process of certification and the internal and external outcomes of the program. Tues, 4 July 2006 13:00:00 PST http://www.thesspa.com/sspa_podcasts/mp3/Bob_Weis.mp3