Last chance to register
SSPA Conference @ San Diego
April 5-7, 2004
Manchester Grand Hyatt San Diego

Field Service 2004
May 24-26, 2004
Hyatt La Jolla, San Diego, CA
 

Selecting the Right Scale for Customer Satisfaction Surveys
Customer satisfaction surveys are commonly used throughout the Support industry as a means to assess the quality and effectiveness of support efforts. There are a number of methods companies use to assess customer satisfaction. The most frequently used customer satisfaction assessment tool is a follow-up transaction survey, followed by annual or semi-annual formal surveys of customer to assess a broad range of topics related to satisfaction and loyalty.

Data from the recent 2003 Support Industry Benchmark Study suggest that satisfaction data collection and scoring methods vary considerably across the industry. In this article we explore which survey scale as a means for assuring that the data collected provides actionable insights about your customers.

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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

Saving Local Jobs in a Global Economy Achieve the benefits and avoid the pitfalls of Offshore Sourcing by eLoyalty

Industry Insight from SoftwareCEO
A new high-water mark: The year's best meeting for software leaders, ideas, and insight
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eSupport Tip from Citrix Online
How to Build a Better Support Site Based on Customer Behavior – Part 2
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We Don’t Do That Here

It’s 4:15 pm. The office you need to file papers at by the end of today closes at 4:30. No problem. It’s a simple matter of handing over the completed papers to be stamped by the person across the desk. But wait. Not so fast.

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Recently Achieved SSPA Certification

Heidi Allender, CSP
Wael Farouk, CSP
Russell Forsyth, CSP
Heather Hough, CSP
Eric Jeandeau, CSP
Stuart Kelly, CSP
Ahmed Sayed, CSP
Stefan Stettler, CSP
Mary Tsolak, CSP

How often do your review and audit your support processes?

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

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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Look around, and what are you starting to hear people talking about at trade shows, at industry conferences, and on the Internet? Everyone is asking about “s-business,” the term that describes the exploding services industry.

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Current Industry Headline Highlights from RealMarket

Interview with Concerto Software CEO Jim Foy, Rockwell FirstPoint and Unveil partner for speech self-service, and RightNow reduces service costs for Vindigo

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