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A
Room with A View: A Great View
by Bill
Rose
What
could possibly be better than serving up world-class support
to customers? I’ll tell you
what -- Serving the needs of the world’s underprivileged
children by giving them the gift of education. That’s
what Room to Read does. Room to Read is the SSPA’s
official philanthropy whose mission is to provide these children
with opportunities to learn by providing schools, libraries,
and books.
› 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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The
Correlation between Frequency of Customer Contact and Customer
Satisfaction
Last
week’s article titled The Frequency and Quality of Customer
Contact discussed the impact customer contact can have building a
strong relationship with your customers. In response to this article
several SSPA members asked if there was a correlation between customer
contact and customer satisfaction – good question. A bit of
additional analysis of our Customer Retention database suggests the
following correlation between frequency of contact and customer satisfaction...
› full
article |
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o ECE
ECE is a global technical support and customer service outsourcing provider.
o WebEx
Communications
WebEx Communications powers online meetings, web conferencing, teleconferencing
and video conferencing services created for today's enterprise.
o Participate
Systems
Leading provider of outsourced online sales and customer support community
and self-help solutions. |
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Industry Insight
from SoftwareCEO
Where should you spend your software marketing dollars? One
expert's view
›
full article
eSupport
Tip from
Citrix Online
Is your help desk ready to support a global workforce?
›
full article
Benchmark Benefits
from Service 800, Inc.
How to Maximize the ROI for Your Service Satisfaction Measurement
and Benchmarking Efforts (article 3 of 5)
›
full article
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LogicaCMG Delivers New Proactive
Remote Service with NextNine solution
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"
› view
details
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| You
Know How to Answer the Phone – What’s Next?
As you gain experience, the levels and types of skills
change and so do your needs for growth.
› More Info |
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Recently Achieved SSPA Certification
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| Jenny Ferguson, CSP
Nancy Struck, CSP
Richard Beckman, CSP
Felicia Chua, CSP
Quah Carol, CSP
Wislaily Hedy, CSP
Glenn Giannopoulos, CSP
scott caskey, CSP
Ryan Bandouveres, CSP |
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Ken Arimento, CSQ
Brian Hankey, CSQ
MARIA MANCERA, CSQ
Gabriela Mancera, CSQ
Susan Hunt, CSQ
Inis Thomas, CSQ
Jennifer Ruehl, CSP
Kelvin Chua, CSP
Weng Theng Cecilia Chay, CSP |
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› More Info |
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How
do you handle price increases to your support maintenance?
›
read answer
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Primus
Knowledge Solutions
(Nasdaq: PKSI)
Is
a leading provider of software solutions that power self
to assisted-service environments for mid-market and global
organizations.
The
company is also the proud recipient of 2003 SSPA Star Award
for "Best Support Technology Vendor" and
continues to receive industry accolades for its next-generation
product suite.
Go
to www.primus.com to learn more. |
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Good
Enough is Good Enough If You Add Occasional Brilliance
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
FrontRange
adds Network Management, empolis enhanced Service Lifecycle Suite
and NextPage launches KM for Service Centers...
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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
Sterling Commerce
Primavera Systems
Wonderware
Advanced Solutions International
Macrovision
EMC Corporation
Akamai Technologies
›
Join SSPA |
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