No Looking Back
by Bill Rose

As we get ready to celebrate the 15th anniversary of the SSPA, I’ve reflected back over the years and realized again how far the support industry has come in a relatively short time. I’ve also been thinking a lot about the future of support, as I develop the content for our upcoming Conference @ Savannah.

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Call for Sponsors
SSPA Conference @ Savannah
October 2004
 

Call for Speakers
SSPA Conference @ Savannah
October 2004
 

The Contact Center Supervisor: A training plan for developing critical competencies

The contact center supervisor is one of the most important roles in a high-tech organization. They directly affect the success of organizational initiatives, influence customer satisfaction and loyalty, and are role models for new and experienced agents. Not all support agents are cut out to be supervisors. This SSPA white paper outlines five specific competencies supervisors need to be successful.

What’s support all about, anyway?
By Francoise Tourniaire, Ph.D.

Most support executives have spent their entire careers in support, but executives in non-support functions, including CEOs, typically have no support experience at all. No wonder it’s difficult for them to relate to the challenges you face as a support executive, to realize that they sometimes create support issues by making inappropriate commitments to customers, and to understand what they should do with support escalations.

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Industry Insight from SoftwareCEO
TOPICS Entertainment leverages retail sales know-how to 872% growth and 30% margins
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eSupport Tip from Citrix Online
Create a Library Lounge for Your Support Reps
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Benchmark Benefits from Service 800, Inc.
Is Service Performance Benchmarking Important? (1 of 4)
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DataDelta Debuts CDI Tool
DataDelta is a patent-pending analysis tool that maximizes the match accuracy for merge/purge, housekeeping, and building accurate 360-degree single customer views. This gives users a competitive advantage by increasing the effectiveness and ROI of data warehousing, data mining, CRM, database marketing, and business intelligence applications.

edocs Acquires Brightware
edocs Inc., a provider of customer self-service and e-billing software solutions, acquired the Brightware business unit of Firepond, Inc. Brightware delivers eService software solutions for inbound e-mail response management, knowledge management and chat. In the acquisition, edocs gets more than 40 customers in the finance, telecommunications, consumer goods, transportation and travel, retail, energy, and technology markets.

Recently Achieved SSPA Certification

Kristen Megill, CSP
Silmara Angenendt-Ross, CSP
J Phillip Sattler, Jr, CSP
Christopher Hartmann, CSP
Elizabeth Butler, CSP
Eric Agnew, CSP
Denis Quintal, CSP
Kimberly Lewis, CSP
Renee McCreary, CSP

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