Best Practices for Outsourcing
by Bill Rose

As support organizations evolve, becoming ever more strategic to overall company performance, more attention is being rightfully placed on support and how to maximize revenue – without adding to the budget or cost structure. Outsourcing could be the key to your success.

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Call for Sponsors
SSPA Conference @ Savannah
October 2004

SSPA Conference @ Savannah Update

As an SSPA community member, you rely on us to provide value via timely, significant information, relevant research, and forums for networking with fellow service and support professionals. Now in our 15th year as your association, we continue to strive to deliver that value.

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Mining Gold from Your Support Cases
by Francoise Tourniaire
I recently read an interesting book chronicling the story of Intuit, the maker of Quicken and TurboTax (Inside Intuit by Suzanne Taylor and Kathy Schroeder). The authors credit the success of the company to its focus on customers. They describe how executives read the comments on registration cards and how everyone in the company was required to spend several hours each month in the support center.
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Industry Insight from SoftwareCEO
SchoolDude's Web-based software cracks multibillion-dollar school facilities market
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eSupport Tip from Citrix Online
Add Instant Messaging to Your Support Portfolio
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Benchmark Benefits from Service 800, Inc.
Lawson Software – Using the Software Benchmark to Improve Customer Service
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Motive Announces Initial Public Offering
Motive announced its initial public offering of 5,000,000 shares of common stock at a price of $10.00 per share. The shares are listed on The Nasdaq National Market under the symbol 'MOTV' and began trading on Friday, June 25, 2004.

SupportSoft and Tell-Eureka Partner
eSupportSoft and Tell-Eureka Corp. announced the planned integration of SupportSoft's VoiceAssist product with Tell-Eureka's LevelOne Virtual CSR(TM) solution. The combined solution is expected to extend to broadband service providers the ability to offer their customers telephone-based self- service.

Recently Achieved SSPA Certification

Dorothy AhFat, CSP
Karen Cleveland, CSP
Masahiro Konno, CSP
David Lanzas, CSP
Paulina Almeida, CSP
Peter Christopher, CSP
Steve Murdock, CSP
Debbie Crossman, CSP
Kaz Vodicka, CSP

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