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

Support Activities Prior to New Product Launch
Long before the first phone call or electronic incident is received many Support organizations are involved in the pre-launch activities of a new product. The degree to which Support is involved in the development and testing stages of a new product can have a significant impact on lowering support costs and favorably influencing market perceptions about the new product. If you are looking for ways to increase the efficiency and effectiveness of your Support operations examine your involvement in the product development lifecycle.

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o Primus Knowledge Solutions Develops award-winning software that enables companies to provide a superior customer experience via contact centers, help desks, self-service, and electronic communication channels. Primus received “Strong Positive” ratings, the highest, in Gartner’s recently published 1H04 MarketScope Reports for Web Self-Service and Email Response Management Systems (ERMS). VIEW Gartner MarketScopes Now.

What characterizes a “real” return-on-investment (ROI)? by David Stanley-Jones, Director of Service Quality. Primus Knowledge Solutions, Inc.

Industry Insight from SoftwareCEO
SEM case study: SoftwareCEO's results from search engine ads, how we did it, and what we have left to learn
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eSupport Tip from Citrix Online
Evaluating, Understanding and Underscoring the Help Desk’s Intrinsic Value to Your Company
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Put Them in a Hat and Draw One Out

So your team needs some training. How do you decide on a training solution? How do you know whether the training will produce the desired results?

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Recently Achieved SSPA Certification

Mackenzie Duvall, CSP
Don Hallstrom, CSP
Darton Palmer, CSP
Sandy Cerkovnik, CSP
Sharon Chapman, CSP
Paul Pisani, CSP
Kenith Stillman, CSP
Donna Barthol, CSP
Debra Payne, CSP

I am looking for industry standard Service Level Agreements and Service & Support Plan Templates and examples. Can anyone help me?

White Paper: Best Practices for Technical Support
Imagine your CEO announcing technical support to be one of your company's critical competitive advantages. Imagine evolving your support desk from a cost-center into a profit-center. What if you could provide your customers with the premium benefits of on-site technical support without incurring the costs?

This new white paper by the SSPA examines the challenges faced by today's technical-support community and how virtual on-site technology can solve those challenges. Download now or call (800) 549-8541 for more information.

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An organization’s ability to create, manage, and deliver its specialized expertise to the client is a main driver of success. In fact, a services organization’s knowledgebase is its only true source of competitive advantage. So as services organizations add more people in more geographic areas on more products to meet more client demand, the need for knowledge management (KM) transforms from a “nice-to-do” functional objective to an organizational critical business issue.

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Current Industry Headline Highlights from RealMarket

Concerto and Rockwell Firstpoint partner, Fidelity Federal succeeds with HEAT, and Astea integrates analytics from Business Objects....

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