What We Do
by Bill Rose

As Executive Director, I’m constantly thinking about what your expectations of SSPA are, and maybe just as importantly, what we expect of ourselves and what value we deliver. I’m constantly striving for ways to give more to members. I have a lot of ideas for what we could do, more than we can realistically accomplish, so I need your input to help us define what you really need.

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Call for Sponsors
SSPA Conference @ Savannah
October 2004

SSPA Conference @ Savannah Update

Panels are rich, interactive events when the topics are on target and attendees engage with and drive the panel’s discussion. If you’re planning to attend the SSPA Conference @ Savannah this October, don’t miss these two intriguing panel discussions: The Top Talent for Tech Support and The Future of Service & Support – A Consultants Perspective.

 
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Metrics, metrics everywhere!
By Francoise Tourniaire
Last week a client showed me the metrics he’s putting together as part of an ambitious knowledge management project. His question was: Are these the “right” metrics? And the conversation got more interesting from there.

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Industry Insight from SoftwareCEO
Strategy, success, and survival: Software business insights from industry legend David Hanna
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eSupport Tip from Citrix Online
Optimize Your Support Operations
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Benchmark Benefits from Service 800, Inc.
What Drives the SSPA Software Benchmark?
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Focus CRM from CRM Magazine
Report: Companies Need Coherent Customer Survey Strategies
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ATG Acquires Primus
Art Technology Group, Inc. (ATG) has set its sights on Primus in an all stock deal valued at approx. $30 million. The deal is expected to be completed before the end of 2004. Primus shareholders are expected to own approx. 30% of the combined company.

SER Releases SERTAINTY 2.2
SERTAINTY is a software suite designed to help contact center operators be more efficient, more productive, and improve customer service. It lets support centers analyze.

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Recently Achieved SSPA Certification

Purnima Saraf, CSM
Cheryl Carothers, CSM
Christine Flick, CSM
Darrell Beaty, CSM
David Carr, CSM
Gary Phillips, CSM
Jason Everly, CSM
Jay Moorman, CSM
Rita New, CSM

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

Community Members

Data Stream
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