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Industry Articles
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Executive Insight: Merging Enterprise Support Organizations
by David Hare David Hare is the Group vice president of support services with PeopleSoft, Inc. and a member of the SSPA Advisory Board. He is a 30-year veteran in the high tech services industry and has extensive experience in designing and optimizing all facets of international service organizations.
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Smart Locations Pay in Offshore Outsourcing
by Francoise Tourniaire, Ph.D. Establishing overseas support centers to serve international customers is difficult, expensive, and troublesome. And it’s certainly an adventure. If done right, you’ll deliver better service to your international customers AND to your domestic U.S. customers. Here’s an example of how a software vendor that made the big decision to expand overseas – and succeeded.
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Call for Authors
by David Kodama Want to see your name in print? Do you have knowledge, ideas. or experiences to share with your peers? The SSPA News community now has more than 24,000 subscribers so your efforts will be well-read by other support professionals.
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Case Study: This Call May be Recorded
by Toni Portman, President and CEO -- ECE As an outsourced technical support company that fields one million calls per month across five contact centers globally, ECE must deliver exceptional customer service levels for its corporate clients. In this case-study presentation, Toni Portmann, President, ECE – Exceptional Customer Experience describes how they implemented call recording and quality management techniques in its contact centers to improve business performance. The session shows how ECE call centers glean direct insights about a customer’s attitude toward products and services, and provides executive decision makers with actionable strategies to improve sales, marketing, operations, and overall corporate performance.
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The Next Generation Customer. The Bar Has Been Raised. Now what do We Do?
by Oscar Alban, Principal, Global Market Consultant - Witness Systems Today's customers have a greater demand on speed and accuracy. They have a low tolerance for inept service, and feel empowered to question and speak out. The average customer has also become more tech savvy. We have our hands full just trying to keep up with our customers! How do we respond to this changing profile? This session presents changing customer dynamics and offers specific strategies you can use to meet and exceed these high customer expectations.
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