We All Win When We Share
by Bill Rose

At our Conference @ San Diego, we listened and facilitated the sharing of information by scheduling and organizing Best Practice Sharing Sessions in which attendees were directed to specific tables of peers. Each group and table discussion was focused on a specific issue... > full article

Call for Sponsors
SSPA Conference @ Savannah
October 2004
 

Call for Speakers
SSPA Conference @ Savannah
October 2004
 

SSPA 2003 Support Industry Benchmark Study
Our 2003 Support Industry Benchmark Study offers data and in-depth analysis about significant industry trends and opportunities. It includes practical recommendations for enhancing the efficiency and effectiveness of service levels, financial performance, customer satisfaction, and more. It also takes a deep dive into support staffing; support financials, closure rates; electronic support use and effectiveness; and other critical areas.

You can also get an SSPA Custom Benchmark Analysis that compares your support organization’s key practices and performance benchmarks against our established industry benchmarks. When appropriate, your operational data will be analyzed and compared to companies with similar characteristics.

Patience is a Leadership Virtue
By Kristin Robertson

Strong leadership requires many virtues: vision, communication skills, project management, empowerment, delegation, and coaching skills to name a few. One characteristic of effective leaders that you don’t often hear about is patience. Leaders require patience because they deal with people, not machines. Unlike machines, people have many quirks. People are reluctant to change. People develop political alliances and affinities.

> full article

Industry Insight from SoftwareCEO
Software product management: If you can't define it, you're doing a bad job at it › full article

eSupport Tip from Citrix Online
Get It in Writing › full article

Benchmark Benefits from Service 800, Inc.
Is Service Performance Benchmarking Important? (3 of 4)
› full article

Aspect Communications releases Contact Center Analytics
Aspect Communications and AIM technology announced an extension to their alliance. The extended partnership allows Aspect to package AIMCall run-time elements with its Performance Optimization for eWorkforce Management -- statistics analysis software featuring 100 pre-packaged key performance indicators (KPIs).

Customer Service Survey – Consumer market tightens
The results of a customer service survey, commissioned by Amdocs, found that U.S. consumers will withstand only two negative service experiences before taking their business elsewhere. The national survey queried 1000 consumers about their experiences in the banking, cable, retail, and telecommunications industries.

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

International e-Support – Overcoming Language and Cost Barriers
July 7th, 8am PST, 11am EST, 4pm GMT, 5pm CET

How has CNH overcome language and cost barriers with its web-based support system for international dealers? How can you translate e-Support content faster and at a lower cost than ever before? Join Service Strategies, CNH and SDL International to gain new insight into how to cost effectively manage and translate service and support content.

> more info

ServiceWare Technologies
Knowledge-Powered Solutions for the Call Center and Help Desk

Improve critical call metrics and build customer satisfaction with ServiceWare Enterprise(tm), powered by a patented, adaptive search technology which helps the knowledge base grow and learn as it is used.

ServiceWare products integrate seamlessly with leading CRM and call management systems to increase problem resolution efficiency and decrease training time.

Visit www.serviceware.com to learn more

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