We All Win When We Share
by Bill Rose, SSPA Founder/Executive Director

One of the reasons people join associations like the SSPA is to network with people who have the same or similar interests and needs. Not only do you get to know people of like minds but you can also end up sharing knowledge and experiences in solving particular service and support problems with your peers.

At past SSPA conferences, attendees have requested more opportunities to meet with other attendees and talk about how others have solved problems, improved work processes, implemented technology, and managed change. 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. These intimate groups then developed and gained consensus on a list of best practices in dealing with those issues.

Some of the more popular and productive sharing session discussions were focused on “Offshore Outsourcing,” “Improving Efficiency,” “Knowledge Management,” “Web-based Support,” “Staffing,” “Customer Satisfaction,” and “Executive Forum.” You can also see the complete list of best practices on our site.

As my thoughts around these issues mature, and the support industry develops standards or trends in any of these areas, we’ll update the best practices to reflect those changes. If you have any best practices to add to our list, please be sure to contribute them by sending me an email: bill.rose@thesspa.com. Thanks to all that participated in San Diego and to those who will contribute now that the list is available.

Sincerely,


Bill Rose
SSPA Founder/Executive Director