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Room to Read Celebrates 1000th Library
by Bill
Rose
A few of you have recently asked me for an update on Room to Read, the official philanthropy of the SSPA. I’m happy to report that the organization is continuing its work and is using donations to build more schools, libraries, and computer labs in Nepal, India, Vietnam, and Cambodia.
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Call for Speakers
SSPA Conference @ Savannah
October 2004
The Future of Support Services is the theme of this year's conference. We're looking for industry thought leaders to present their perspectives on how support services will develop, evolve, or radically change. If you have innovative ideas on how the future will shape support demand, technology, and people, present your views at our event.
Interlog2004
June 14-17, 2004
Hyatt Huntington Beach, CA
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Combating Service Mediocrity: Customer Service for the Support Professional
by Jim McKennan
Two primary dimensions make up quality customer service: the procedural dimension and the personal dimension. Each is critical to the delivery of quality service. The procedural side of service consists of the established systems and procedures to deliver products and/or service. The personal side of service is how the service personnel, (using their attitudes, behaviors and verbal skills) interact with customers during the delivery of the product or service. Here’s how to improve both.
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> GE Fanuc
GE Fanuc Automation is a global enterprise dedicated to helping companies around the world better manage their systems and processes through factory automation solutions.
> Spirent Communications
Spirent is a leading communications technology company focused on delivering innovative systems and services to meet the needs of customers worldwide.
> Foxboro/Invensys
Invensys is a global automation, controls and process solutions Group. The businesses within Invensys help customers in a variety of industries to perform with greater efficiency, safety and cost-effectiveness.
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Industry Insight
from SoftwareCEO
Fast-track Obsidian Software uses cost cuts and tighter code management to avoid getting derailed
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full article
eSupport
Tip from
Citrix Online
Four Tips for Reducing Agent Burnout
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full article
Benchmark Benefits
from Service 800, Inc.
Are We Completely Prepared To Measure Service Event Satisfaction? (article 2 of 3)
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full article
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Case Study: How Mentor Graphics Adopted a Knowledge Base › full
article
Escalations: The Ticket to Successful Problem Resolution › full
article
Provide Experiences Instead of Support › full
article
Increasing Customer Satisfaction through Web Site Personalization › full
article
Building the Dynamic Desktop for Problem Resolution: Technology and Processes for The Next Generation of Support Capability › full
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PeopleSoft Announces Enterprise CRM 8.9
PeopleSoft announced PeopleSoft Enterprise CRM 8.9 including usability enhancements, Prescriptive Analytics, Customer Portfolio Management, and Partner Relationship Management products.
Siebel Ships Communications 7.7
Siebel Systems released Siebel Communications 7.7, a CRM suite designed for the communications industry. It includes functionality to enable carriers to manage customer retention and win-back, leverage strategic partnerships, and increase brand awareness.
Rockwell FirstPoint Contact
Rockwell FirstPoint Contact Corp. announced FirstPoint Enterprise offering Voice-over Internet Protocol Internet Protocol (VoIP) for enterprise level contact centers. Features include priority queuing, real-time intelligent announcements, simulation/modeling tools, and more.
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Recently Achieved SSPA Certification
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| Guy Hamasaki, CSP
Hwee Ling Chen, CSP
ROSA JOY, CSQ
Luis Santillo, CSP
Drew Macaskill, CSP
Matt Harber, CSP
Cristina Sparks, CSP
Gregg Desotell, CSP
Brett Anderson, CSP |
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Bill Gardner, CSP
Donna Rothchild, CSP
Farah Degryse, CSP
Steve Kappan, CSP
Ian Bishop, CSS
Moses Hogan, CSP
Ann Reed, CSP
Kent Withers, CSP
Traci Jones, CSP |
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› More Info |
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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
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Join SSPA |
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