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The Quest for an MVS Solution
by Bill Rose
Based on the feedback I got to last week’s column, I’m even more convinced that multivendor support (MVS) is a serious issue in our industry and that calculating and evaluating the costs of MVS is far from simple. Though calculating MVS costs is complex, there are some obvious places to look when we start to analyze supporting other peoples’ products (OPPs).
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Call for Speakers
SSPA Conference @ Savannah
October 2004
Call for Sponsors
SSPA Conference @ Savannah
October 2004
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Web Support Services – The Basics and Beyond
by Francoise Tourniaire, Ph.D.
The web is a superb way of delivering self-service but self-service is only one of the many facets of web support. The web also makes it possible to communicate with customers in a rich environment that supports collaboration and machine-to-machine communication while creating an instantaneous and permanent record if issues need to be revisited later.
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Achieve Global Contact Center Excellence Through Agent Performance Management
Thursday, May 27, 2004
8:00 to 9:00 am PDT
Hosted by NetReflector and Driva Solutions
How can global corporations optimize agent performance to contain costs while enhancing customer loyalty simultaneously? This webinar presents a new approach called Agent Performance Management (APM) as a means to achieve full visibility and balanced benefits across contact centers.
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Industry Insight from SoftwareCEO
Does the Microsoft-Sun settlement threaten your future?
› full article
eSupport Tip from Citrix Online
How to Improve Your Communication Skills – Part 2
› full article
Benchmark Benefits from Service 800, Inc.
Are We Completely Prepared To Measure Service Event Satisfaction? (article 1 of 3)
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Seven Tips to Keep Your Projects on Track › full article
Loud and Unhappy Customers Can Be Your Best Friends › full article
When the Customer is Not Right › full article
Using Online Survey and Feedback Tools Throughout the Entire Support Continuum To Enhance Customer Loyalty › full article
Take it From the Top: Performance Optimization in the Support Center › full article |
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SPSS Launches PredictiveCallCenter
With the advent of the do-not-call list and other opt out regulations, successful inbound call centers will become an even more critical customer interface and sales channel. To help call centers transition to a more profit-oriented structure, SPSS Inc. has released PredictiveCallCenter, an application that integrates with call center CRM and call management systems to determine which inbound callers are candidates for up-sell, cross-sell or retention offers.
Mercury to Acquire Appilog
Mercury Interactive Corporation, a leader in business technology optimization will acquire all of the outstanding shares of Appilog, Inc., a provider of auto-discovery and application mapping software that can automatically manage the complex dependencies between enterprise applications and their supporting infrastructure.
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Recently Achieved SSPA Certification
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Lori Darin, CSQ
Mark Beck, CSQ
Christine Grimmett, CSQ
Patricia Sgrigneri, CSQ
Charles Saavedra, CSQ
Marlene Felisberto, CSQ
Kelly Walton-Jones, CSP
Kami Kane, CSP
Erik Brannstrom, CSP |
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Lin Yee Koh, CSP
Desy, CSP
Steve Kijowski, CSP
Norma Blouch, CSP
Josh Dice, CSP
Kate Stiling, CSP
Lois Ertel, CSP
Mikio Togo, CSP
Ed Hajduk, Jr., CSQ |
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