SSPA STAR Awards: New and Improved for 2004
by Bill Rose

Companies join the SSPA due to their dedication and desire to deliver world-class service and support to their customers. I’m proud to say that many member companies have been very successful at doing just that. The next step is recognition through the SSPA's STAR Awards!

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Call for Sponsors
SSPA Conference @ Savannah
October 2004
 

Call for Speakers
SSPA Conference @ Savannah
October 2004
 

The agenda for the SSPA Conference @ Savannah, The Future of Support Services, is coming together nicely and is almost complete. On top of the keynotes and Power Panels we have planned, this year’s agenda includes sessions like: “Integrating CRM + KM for High-Value Customer Support,” by Novell’s Kenny Bunnell; “The Next Generation of Enterprise Support Services,” by PeopleSoft’s David Hare; “Establishing Profit-Driven Principles for Value and Differentiation,” by Cisco Systems’ James Glueck; and “The Changing Face of Support Services,” by Internet Security Systems’ Sally Foster and Porter Research’s Bill Porter. The conference also includes keynotes, Power Panels, workshops, and a number of networking opportunities.

How to Write Effective RFPs -- Focus on the Business Requirements
By David Kay

A request for proposal (RFP) or request for information (RFI) is an essential component of a structured technology selection process. Effective RFPs help buyers move from a typically unmanageable number of vendors to a short list of potential partners who are worth the time to evaluate in more depth.

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Industry Insight from SoftwareCEO
Bottom-up hiring propels Eze Castle Software to 341% sale growth in tough enterprise market
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eSupport Tip from Citrix Online
Improving Morale in Your Call Center
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Benchmark Benefits from Service 800, Inc.
Is Service Performance Benchmarking Important? (2 of 4)
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Onyx and Interactive Intelligence Deliver Integrated CRM
Onyx Software and Interactive Intelligence have partnered to reduce the cost and complexity of contact center automation and CRM integration. Under this agreement, the two companies will deliver a connector between the latest Onyx Employee Portal and Interactive Intelligence's Customer Interaction Center.

Empirix Releases OneSight 5.0
OneSight 5.0 adds Service-Level Management (SLM) capabilities to its customer experience management engine. Now business and IT managers can ask and get an answer to, "Are we meeting the service level commitments we made to our internal and external customers?"

Recently Achieved SSPA Certification

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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