Gear Up for Offshore Support
by Bill Rose

One of the committees we formed at our SSPA Conference @ San Diego is working hard to complete its mission to define best practices for managing and optimizing offshore outsourcing operations and relationships. While that effort is ongoing, there is another issue we should explore with regards to offshore resources – setting up an offshore support organization of your own.

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Call for Sponsors
SSPA Conference @ Savannah
October 2004

SSPA Conference @ Savannah Update
People attend conferences to learn. That learning can come from attending a keynote given by an industry visionary, listening to a panel of experts talk about industry trends and issues, or participating in interactive learning sessions and workshops. But the learning doesn’t stop there.

You can also learn a lot by spending time on the Exhibit Hall floor talking with vendors about new features and functionality in coming products, getting a feel for how other customers are using the product, seeing what products and technologies are available, and much more.

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Quality Monitoring for Tech Support, Why Not?
by Kristin Robertson
Quality Monitoring Programs are consistently employed in most call centers, but are less common in tech support centers. The reason for this has nothing to do with a lack of commitment to provide customers with quality interactions; it has to do with factors that are unique to technical support centers........

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Industry Insight from SoftwareCEO
Anatomy of an acquisition: Advice from the founder of recently-acquired Aelita Software
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eSupport Tip from Citrix Online
What Contact-Center Managers Really Need.
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Benchmark Benefits from Service 800, Inc.
Software Benchmark Successes
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Focus CRM from CRM Magazine
Making the Right Call.
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Kanisa Ships Version 6
Kanisa6 is an application suite for automating the service resolution process. It includes a new version of Kanisa Support Site, its self-service application. Kanisa6 also includes a knowledge management and NLP search platform, an integrated version of Kanisa Expert Forums, and content authoring in Kanisa Support Center.

Patni partners with InteQ
Patni Computer Systems, an IT services outsourcer partnered with InteQ, a US-based provider of remote network management service software. This alliance will enable Patni to provide more extensive Infrastructure Management Services. Patni plans to spend around US$ 6 million in technology and infrastructure for the enhanced services.

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Recently Achieved SSPA Certification

Dave Sidhu, CSM
Eelco Essenberg, CSM
Gillian Parker, CSM
Graham Cross, CSM
Jeff Clarke, CSM
Mark Gradwell, CSM
Ruth Wyles, CSM
Seamus Jeffs, CSM
Stefan Ambros, CSM

Learn how you can quickly transform your customer service operation into an efficient, web-based customer service center that’s easy-to-use for both your customers and your customer service representatives. Sign up for “Easy-to-use, Web-based Customer Support & Self-service” on August 17th. > sign up

Community Members
ADIC
Cobalt Group
Ethicon Endo-Surgery
Foxboro/Invensys
Kaidara
Software AG

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