The Advantage of Real Training
by Bill Rose

Today, there are probably more information sources available than ever before for tech support managers. There are dozens of books, thousands of white papers, research reports, and benchmark analysis that you, as a tech support professional, can use to educate yourself.

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Call for Sponsors
SSPA Conference @ Savannah
October 2004

SSPA Conference @ Savannah Update
It would be difficult at best to put on a successful conference without the support of sponsors. The SSPA Conference @ Savannah is no exception. This year’s sponsors not only help to make the event possible, they also have products and services that can help support organizations work more efficiently, reduce cost, and increase revenue – all activities that elevate the strategic position of service and support operations within your organization.

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Measuring the ROI of Online Support: It’s hard but rewarding
by Francoise Tourniaire
Some of the costs of online support are easy to figure out. The cost of the tool, in particular, is usually easy to determine, but don’t forget all the other pieces that go with it including...

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Industry Insight from SoftwareCEO
The Revenue Pit: How you're losing sales and what you can do about it
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eSupport Tip from Citrix Online
Workshops and the Support Center
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Benchmark Benefits from Service 800, Inc.
Overcome Cultural Issues When Measuring Service Satisfaction Abroad
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Focus CRM from CRM Magazine
Is Outsourcing a Cost Disadvantage?
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SAP Extends Maintenance Strategy
SAP has expanded its 5-1-2 maintenance strategy, which will now apply to current versions of all mySAP Business Suite solutions based on the SAP NetWeaver platform. The 5-1-2 strategy provides customers with a predictable model for software maintenance and upgrade projects.

Witness Systems Announces Q2 Results
Witness Systems, a provider of performance optimization software and services, announced its Q2 financial results. Q2 revenue was $34.4 million with net income coming in at $1.5 million, or $0.06 per share, up from $0.02 per share in the first quarter and a loss last year.

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Recently Achieved SSPA Certification

James Chen, CSP
Sharon Lewis, CSP
Sherron Garnett, CSP
Mercedes Aso, CSP
Mary Picard, CSP
Craig Browning, CSP
Kalana Wijetunga, CSP
Eric Buterbaugh, CSP
Stephane Sarazin, CSP

Learn how you can streamline and automate your help desk to improve agent workflow, reduce support costs, and speed customer problem resolution. Sign up for “Powerful Web-based Help Desk Automation” on August 10th. > sign up

Unipress Software
You can quickly speed customer support, reduce costs, & improve agent workflow! Streamline help desk & customer support operations with UniPress Software's award-winning FootPrints - 100% web-based service desk software that's easy-to-use, affordable, & fully customizable. Download our complimentary white paper, “The Essential Foundation of Effective Support Automation and eService Success”

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