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Your
Future is Savannah
by Bill
Rose
As
Executive Director, I’m ultimately
responsible for directing the content for our conferences
and publishing efforts. Right now, I’m spending a lot
of my time thinking about the content for our conference
at Savannah scheduled for October of this year.
› full
article |
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Field Service 2004
May 24-26, 2004
Hyatt La Jolla, San Diego, CA
Interlog2004
June 14-17, 2004
Hyatt Huntington Beach, CA
Call for Speakers
SSPA Conference @ Savannah
October 2004
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A
Top Initiative for 2004: Knowledge Creation
There
are a number of possible sources of Support Knowledge Base (KB) content.
The problem many support organizations face is not the creation of
content, but the creation of high value reusable knowledge. The processes
and practices for support knowledge creation are often overlooked
and under funded, yet can yield significant return on investment.
The
following article suggests the sources and practices required
to develop and administer an effective support knowledge base.
› full
article |
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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. |
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Industry Insight
from SoftwareCEO
How to price subscription software—and how salesforce.com
does it
›
full article
eSupport
Tip from
Citrix Online
Have you proven your help desk to be invaluable yet?
›
full article
Benchmark Benefits
from Service 800, Inc.
How to Maximize the ROI for Your Service Satisfaction Measurement
and Benchmarking Efforts (article 2 of 5)
›
full article
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SSPA Announces WebStar Service Award Winners
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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SCP
Community Discusses Evolution of Certification Program
Service Strategies was pleased to host two SCP Development
Roundtables in March and early April. The sessions were
designed to provide a forum for discussing issues that
affect the evolution of the Support Center Practices (SCP)
Certification program.
›
full article |
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Recently Achieved SSPA Certification
|
| Steven
Meadows, CSP
Jerald Johnson, CSP
Nichelle Mickens, CSS
Jee Lee, CSP
Kristine Howard, CSP
Whitney McDonald, CSP
Kenneth Austin, CSP
Carolyn Barr, CSP
Edwin Montoute', CSP |
|
oei
chien liau, CSP
Siok Keng Tay, CSP
Sandy Mair, CSS
CJ Jeong, CSP
James Owens, CSP
Chuck Viss, CSP
Nicole Kendrick, CSP
jeff meese, CSP
Scott Watson, CSP |
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› More Info |
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I
am looking for industry standard Service Level Agreements and
Service & Support Plan Templates and examples. Can anyone
help me?
›
read answer
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Control-F1
Webinar: “Support Automation: A Technical Briefing”
Support
automation significantly improves the speed at
which technical problems are solved and dramatically reduces the
resources required by empowering support technicians and customers.
Learn
more about Control-F1's support automation solutions by attending
our next webinar: "Support Automation: A Technical
Briefing"
> More Info
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Meaningless
Measures of Mediocrity
by
James A. Alexander, Ed.D. and
Mark Hordes, Partners/Alexander Consulting
How
do you define success for your professional services organization?
We all know the final scorecard: Hitting your revenue targets
at acceptable levels of profitability. Good enough.
›
More Info |
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Current Industry Headline Highlights
from
RealMarket
SupportSoft
and RightAnswers team, Children's Hospital saves with Courion,
and Focus on the Family saves with RightNow...
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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
Hewlett-Packard
Sterling Commerce
LEGATO Systems
IDX Systems Corporation
Lawson Software
NEC Solutions
ServiceWare
›
Join SSPA |
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