 |
 |
|
 |
Be Aware of Spyware and Adware
by Bill
Rose
Whether you know it as spyware or adware; or by one of its less common names like snoopware or sneakware, odds are your support organization has to deal with these covert little software applications in one way or another. For your customers, the affect spyware has can range from being a nuisance, to deteriorating performance, to being a real threat to information security.
› full
article |
|
|
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
|
|
|
 |
|
 |
Problem Resolution Resources – What’s Used, What Works
The problem resolution process is the most complex and costly aspect of providing technical support. Throughout the history of Support efforts have been made to apply information, technology and process to optimize the effectiveness of problem resolution efforts. This article examines the problem resources currently used and introduces guidelines for measuring and optimizing the effectiveness of problem resolution resources.
Data from the recent 2003 Support Industry Benchmark Study provides a problem resolution resource score card indicating which tools and resources are most commonly used and which ones are rated as most effective.
› full
article |
|
|
|
o Kanisa
Kanisa is a leading provider of knowledge-empowered customer service applications that automate the problem resolution process across all channels.
o ePeople
ePeople is the leading provider of knowledge solutions for companies that sell enterprise products and services.
o SERVICE 800
SERVICE 800 provides Creative Resources to Monitor Customer Satisfaction Every Day. |
|
|
 |
|
Industry Insight
from SoftwareCEO
Performance-driven iProspect uses software to sell services, racks up 2,758% sales growth
›
full article
eSupport
Tip from
Citrix Online
How to Tell Customers What They Don’t Want to Hear
›
full article
Benchmark Benefits
from Service 800, Inc.
How to Maximize the ROI for Your Service Satisfaction Measurement
and Benchmarking Efforts (article 4 of 5)
›
full article
|
|
|
|
|
|
 |
|
 |
|
 |
|
|
Reducing Infrastructure Complexity — A Strategy of World-Class IT Shops › full
article
Do you use your analysts? Part 1 of 2 › full
article
Call for Authors › full
article
Best Practices in Acquisition Integration for Technical Support
› full
article
The Device Management Conundrum: Maximizing Wireless Employee Productivity in an Era of Limited IT Resources › full
article |
|
|
LogicaCMG Delivers New Proactive
Remote Service with NextNine solution
SSPA Announces WebStar Service Award Winners
Participate Systems Announces Significant Momentum
and Product Updates
› view
details
|
|
|
|
 |
|
 |
|
| Support Center Site Certification: Is it for you?
If you’re considering site certification for your support center(s), you’re probably overwhelmed by the sheer amount of information, facts, and myths about the benefits of earning certification, what being “certified” means, how to go about it, and why.
›
full article |
|
|
|
Recently Achieved SSPA Certification
|
| Duane Bredel, CSP
Kris Boone, CSP
Vincent Alvarez, CSP
Kate Smith, CSP
Joyce Metzentine, CSP
Julie O'Shea, CSP
Glynda Nieddu, CSP
Suzanne Humble, CSP
Rachelle Parker, CSP |
|
Wes Kemper, CSP
Javier Falcon, CSQ
Candy Pearn, CSQ
Bill Zimmerman, CSQ
Jordan Matthews, CSQ
Jane Quinlivan, CSQ
Chris Jones, CSP
Judit Liauw, CSP
Kheng Chung, CSP |
|
› More Info |
|
|
|
|
|
|
|
 |
|
 |
|
Eight Effective Ways to Communicate Your Consulting Results to Clients
by
James A. Alexander, Ed.D. and
Mark Hordes, Partners/Alexander Consulting
Overlapping strategies, redundant task force objectives, increased costs, and long implementation times have left many executives suspicious about the true results that service improvements can achieve.
›
More Info |
|
|
|
Current Industry Headline Highlights
from
RealMarket
Concerto acquires CenterForce, FrontRange adds IP contact center product, and KnowledgeBase and RightAnswers partner...
|
|
|
|
 |
|
|
|
|
|
 |
|
Register as a Member of the SSPA Community and access our vast Support
Information archives.
|
|
|
|
Community Members
Mercury Interactive
Retek
Amdocs
Mitchell International
Jackson-Hewitt
eiSteam
Professional Data Solutions
›
Join SSPA
|
|
|
|
