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A New Attitude
by Bill
Rose
The bottom line is this: Professionals attend industry conferences and events to learn and network. You pay good money to learn how to improve the performance of your teams, gain insights into industry best practices and trends, benchmark your operations against others, and share experiences with your peers.
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Call for Sponsors
SSPA Conference @ Savannah
October 2004 |
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Top Talent for Service and Support
The people in your support organization are your most valuable assets. Their ability to offer your customers a quality experience is a key differentiator for today’s technology companies. SSPA Research's Top Talent for Service and Support uncovers the unique attributes of “top” support talent. Use this valuable research to find more top talent, minimize attrition, maximize loyalty, and increase individual and group productivity.
> more info |
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Which Knowledge Authoring Model is Right For You?
by David Kay
A key success factor for KM effectiveness is picking the right model for your organization. In this article, we’ll examine the most popular models in use today and identify their strengths and weaknesses relative to your specific business goals.
> more info
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Ensuring the Ongoing Support of your KM Initiative › full article
 Executive Insight: KANA Shifts Focus to Service and Support (members only) › full article
Measuring and Acting on Customer Loyalty: A Best Practices Model (members only) › full article
Staffing for Multi-Channel Support (members only) › full article
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Industry Insight from SoftwareCEO
Clean, cutting-edge UI design cuts McAfee's support calls by 90%
› full article
eSupport Tip from Citrix Online
The Performance Metrics Trap
› full article
Benchmark Benefits from Service 800, Inc.
What Other Service Areas Should You Benchmark? (1 of 4)
› full article
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TSANet Grows Membership
TSANet, the Technical Support Alliance Network, announced BridgeHead Software and CommVault Systems have joined the network.
UniPress Announces Service Level Management
UniPress FootPrints 6.5, a support automation solution, now includes a service level management module designed to help customer support centers and help desks meet their defined service level agreements between the service desk and the users.
> more news |
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Recently Achieved SSPA Certification
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| Josh Cook, CSP
Paulette Carlton, CSP
Kenneth Walker, CSP
Carlos Pagotto, CSP
Terri Kristopeit, CSP
Chris Casson, CSP
Elisa Sargent, CSP
Sylviane Provost-Campbell, CSP
Mohammad Rafik, CSP |
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Chrystina Mai, CSP
Kevin Lancaster, CSP
Felipe Helo, CSP
John Ray, CSP
Marta Barber-Guillen, CSP
Roberto Massidda, CSP
Ashis Ghosh, CSP
Catherine Provencal, CSP
Sebastian Quinones, CSP |
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More Info |
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Register as a Member of the SSPA Community and access our vast Support
Information archives.
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Community Members
Sterling Commerce
Primavera Systems
Wonderware
Advanced Solutions International
Macrovision
EMC Corporation
Akamai Technologies
›
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