The End of Tech Support? I Don’t Think So!
by Bill Rose

On my way through the airport on my latest trip, I went to the newsstand to select a couple of magazines to read on the flight. I saw a magazine with the cover headline: “The Death of Tech Support.” As you might imagine, I was shocked because tech support is what we do and though tech support is definitely changing, it’s far from dying.

> full article

Call for Sponsors
SSPA Conference @ Savannah
October 2004

SSPA Research Update
SSPA Research is in the midst of conducting a landmark study titled: Support Demand Study: Cost of Ownership Under Attack. This is an exhaustive report involving hundreds of CIOs in both enterprise and SME spaces. t’s becoming clear that companies are more serious than ever about reducing the total cost of maintaining their IT infrastructure.

> more info

Improving Responsiveness
by Bill Porter, Porter Research
The number one complaint about service from customers is responsiveness. Although it’s a vague concept (How many ways can you define it?), customers think they know it when they see it or when they don’t. As the technical support industry matures, technology companies need to get a better handle on responsiveness if they want to be successful with customers who are raising the bar ever higher on what they expect out of their service experience.

> more info

Industry Insight from SoftwareCEO
Mid-year M&A check: Sales and valuations are up; our 13 prep points can help you do even better
› full article

eSupport Tip from Citrix Online
Writing 101
› full article

Benchmark Benefits from Service 800, Inc.
What Other Service Areas Should We Benchmark? (3 of 4)
› full article

Focus CRM from CRM Magazine
Consumers Want a Shorter Path to Service
› full article

SupportSoft Acquires Core Networks
SupportSoft, Inc. a provider of Real-Time Service Management software is set to acquire Core Networks Inc., for approximately $17 million. Core Networks’ software products for network monitoring, management and activation of advanced digital services for broadband providers strengthens SupportSoft’s offerings.

Mercury Interactive Announces Q2 Results
Mercury Interactive Corporation, a leader in business technology optimization, reported results for its second quarter ended June 30, 2004. Revenue for the second quarter of 2004 was $159.0 million, an increase of 35 percent compared to $118.1 million reported in the second quarter of 2003.

> more news

Recently Achieved SSPA Certification

Sam young, CSP
Cameron Claussen, CSP
Jeff Smith, CSP
Kurt Kauffman, CSP
Brad Walker, CSP
Joshua Walton, CSP
Robert Everett Jr, CSP
Ken Moore, CSP
Jim Padget, CSP

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

› Join SSPA