The Future is in the Forest
by Bill Rose

Can it be we’re so deeply immersed in technical service and support, we can’t see the proverbial forest for the supporting trees? I’m sure you have ideas on where your support organization is headed in the next few years. I have my views of where the support industry is headed, or should be headed.

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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

Growth is back but simply adding staff isn’t the answer -- the future of support is about productivity and the right mix of technology and people. Your success will also depend on your ability to handle changing customer demand and expectations. The SSPA Conference @ Savannah will provide you with the insights you need to guide your support organization to a successful future.

Be one of the first 100 to register for the conference to receive our early bird gift – a 3-in-1, 128MB Syllable Series USB Drive, MP3 Player, and Digital Voice Recorder.

> NEC Solutions America
NEC Solutions America is a premier provider of integrated solutions for the Connected Enterprise. NEC Solutions America strategic and practical consulting services are borne from the experiences of a global solutions company that has grown for more than 100 years.

> Wind River
Wind River is the worldwide leader in embedded software and services. Wind River provides market-specific embedded platforms that integrate real-time operating systems, development tools and technologies.

Industry Insight from SoftwareCEO
The disconnect that's killing your software sales: 7 steps to getting sales and marketing on the same page
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eSupport Tip from Citrix Online
How to Turn a Customer-Service Email into a Marketing Channel
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Benchmark Benefits from Service 800, Inc.
Are We Completely Prepared To Measure Service Event Satisfaction? (article 3 of 3)
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ServiceWare and HP Partner on Knowledge Management
HP selected ServiceWare as the preferred knowledge management component for its global help desk solution. The partnership gives HP Services customers access to ServiceWare's suite of knowledge-powered solutions for customer service and support.

Parature Adds On Demand Support Module
Parature announced the release of eAsset to its suite of support modules. eAsset lets organizations standardize and streamline their asset management process and provides an account of all IT assets.

NextPage Partners with RightAnswers
NextPage announced a partnership with RightAnswers to offer RightAnswers' Knowledge-Paks with NextPage's knowledge management product, GetSmart Support KM. GetSmart lets companies index existing information from various sources in their native format, such as PDF, Microsoft Office, ODBC, HTML, XML, and Lotus Notes.

Recently Achieved SSPA Certification

Patrick McVaney, CSP
Percell DeBerry, CSP
Christophe Soulet, CSP
Mike bencivenga, CSP
Sonya Washington, CSP
Ania Gutierrez, CSP
Debbara Wright, CSP
Sean Murray-Ford, CSP
Jennifer Haddock, CSP

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