A few weeks ago we distributed a short survey asking you what topics “keep you awake at night” and are most critical to your support department operations. What were the topics most frequently listed?

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SSPA Conference @ San Diego
April 5-7, 2004
Manchester Grand Hyatt San Diego
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Field Service 2004
May 24-26, 2004
Hyatt La Jolla, San Diego, CA
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Why Support Contract Attach Rates Matters
Attach Rate is the rate by which support programs are sold with, or “attached” to, the sale of products. The higher the attach rate, the greater the percent of support contracts sold along with products. The current attach rate across all product types is 83.5 percent. The attach rate varies by type of product being sold. If your company sells support contracts, attach rate is a critical metric.

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o ECE
Technical support and customer service outsourcer focused on the high-tech industry. We create exceptional customer experiences by providing the people, operations, tools and technology, and global reach that create seamless support. ECE uses voice, e-mail, chat, and Web capabilities to ensure customers receive quick, easy access to support. www.ece.com

Application Support System Helps FileNet Solve More Problems More Quickly, Without Increasing Staff, by Lori Wizdo, Identify Software › full article

Industry Insight from SoftwareCEO
An Inc. 500 profile: Six "must-haves" for the creation of highly productive software teams
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eSupport Tip from Citrix
How to Put on Your Best Face
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Tying Performance to Customer Satisfaction Results

When looking at how companies measure the performance of their employees it is clear that there is a wide variation of practices in the industry.

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Recently Achieved SSPA Certification

Manuel Nava , CSP
Barbara Johnson , CSP
Dean Caron , CSP
Sheila Russell , CSP
Kelli Jones , CSP
William Crisp , CSP
Jayme Cozzetto , CSP
Todd Jacobsen , CSP
Tim Murphy , CSP

What are some tips for handling the integration of support organizations after a merger?

Complimentary SSPA Research Report on
Best Practices for Virtual On-Site Support

This complimentary SSPA Research Report examines the challenges faced by today’s technical-support community and how virtual on-site technology can be best implemented to solve these challenges. Download now to discover why leading call center and help desk professionals rate virtual on-site technology as the #1 most preferred e-support toolset.

Click below or call (800) 549-8541 to get started on implementing the SSPA’s recommended best practices for virtual on-site support.

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This two-part article is for any services leader looking at improving performance, but is especially valuable to those who have decided to help lead/cajole, prompt, urge, beg their organization that the benefits of transitioning to a services-driven business far outweigh the potential risks of standing still. And managing transition means leading cultural change.

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Current Industry Headline Highlights from RealMarket

FrontRange updates HEAT for the contact center, TechExcel upgrades help desk app, and ServicePower to handle GE service...

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