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by Bill
Rose
SSPA
Program Committees to Form in San Diego.
I have exciting news! The SSPA Advisory Board and
SSPA Staff have completed the initial phase of developing
the SSPA Program Committees.
› full
article |
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| 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
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Support
Financials: Managing the Business of Support
Support is a business. Regardless of the financial
model used to manage support – profit
and loss center, or a cost center – support must deliver tangible value
back to the company. Support’s business contribution may be measured by
bottom line revenue, impact on customer retention, or a combination of the two.
SSPA Research provides a detailed look at the financial aspects of the support
business. Budget allocations, revenue sources, and critical financial metrics
are presented. This study also examines key financial practices including budget
planning, approval, revenue recognition and interdepartmental charge backs.
› full
article |
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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 |
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| Customer
Satisfaction: A Key Performance Indicator of Help Desk Performance by
Bob Gale, NetReflector, Inc. |
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Industry Insight
from SoftwareCEO
Adventures on the money hunt: How a small, 15-year-old ISV attracted
$5 million in new capital
›
full article
eSupport
Tip from
Citrix Online
How to Achieve 99.999 Percent Uptime
›
full article
Benchmark Benefits
from Service 800, Inc.
Customer Satisfaction Feedback Helps Gelco Information Network
Boost Service and Support Capabilities
›
full article
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Participate Systems Announces Significant Momentum
and Product Updates
SSPA
Award Winners to be Announced at San Diego
Conference
Featured – "Unlocking
the Secrets to Profitable Strategic Services: Four Paths
to Greatness"
"Organizational
Development Workshop"
"Professional
Development Workshop"
"Definining & Delivering
World-Class eSupport"
› view
details
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| Improving
Staff Development
A key part of the SCP standard lies
in the area of training and staff development. The program includes
specific elements that cover a variety of staff development activities
and training programs required to ensure support personnel have
the necessary skills and capabilities to deliver high quality
support.
›
full article |
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Recently Achieved SSPA Certification
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| Brian
Drygas, CSP
Yvonne Hicks, CSP
Russ Chenalloy, CSP
Carol Robinette, CSP
Ivy Low, CSP
Hwee Yan Ng, CSP
David Peddicord, CSP
Landon Turner, CSP
Raymond Hinnant, CSP |
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Sylvia
Lott, CSP
Gloria Roberts, CSP
Ruben cano, CSP
Frank Dumonteil, CSP
Maria Chiarini, CSP
Cindy Stowe, CSP
Bruce Frilstad, CSP
Heather Fabrizio, CSP
Todd Nystedt, CSP |
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› More Info |
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We
are looking to create a full time position for a Knowledgebase
Engineer. Has anyone created a job description for this type
of position that would be willing to share it?
›
read answer
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Service
Desk Optimization-Do You Have the Right Tools for the Job?
Are
you optimizing your service desk? Speed problem resolution and reduce
costs with FootPrints-the easy-to-use, affordable, and comprehensive
support automation tool. In just days, you'll be centrally managing
all requests, delivering self-service online, managing two-way e-mail,
dynamically accessing your LDAP-based address book, automatically
tracking IT assets, and more.
Download
our white paper
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S-Business
Forecast: Sunny Today and Brighter Tomorrow
by
James A. Alexander, Ed.D. and
Mark Hordes, Partners/Alexander Consulting
The
latest research confirms what most of us in the services industry
have long speculated—the future of services-driven businesses
looks awesome. Here are some facts to ponder that are taken
from an extensive AFSMI study that demonstrates a continuing
trend of improved profitability and growth for services.
›
More Info |
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Current Industry Headline Highlights
from
RealMarket
UniPress
rolls out eService solution, Envision and SIVOX partner, and
Wendy's selects M-Tech...
›
more info |
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| Easy-to-use,
Web-based Customer Support & Self-service
April 6, Tues - 2pm ET
Learn how you can quickly transform your customer
service operation into an efficient, web-based customer service
center that’s
easy-to-use for both your customers and your customer service representatives.
› More
Info
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Register as a Member of the SSPA Community and access our vast Support
Information archives.
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Community Members
Symbol
Business Objects
Advanced Solutions International
Reynolds & Reynolds
Identify Software
ACS Technologies
ePeople
›
Join SSPA |
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