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So Many Benefits…
by Bill
Rose
I’m proud that the SSPA offers so many benefits to members. We offer our members a host of informative articles (some for members only), research and industry reports, conferences, white papers, presentations, SSPA News, and a lot more. So many in fact, that in the past, when we sent invoices to members for each option, we actually impacted one of our main benefits – saving time for our members.
> full article |
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Call for Sponsors
SSPA Conference @ Savannah
October 2004
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How to Hire, Train, and Engage the Best
When it comes to servicing and supporting customers, it’s all about the people. Even if you’re implementing new self-help technologies and evolving the way you deliver support, your success is still dependent on the quality of people you have on staff. Like other parts of organizations, support operations are working under the pressure of shrinking budgets, staff reductions, and more. To deal with that pressure, support organizations are becoming more reliant on their top performers.
> more info
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Seven Steps to Effective Self-Service
By David Kay
According to the SSPA Research, self-service is one of three imperatives for all customer service and support organizations in 2004. And it’s easy to understand why, as effective self-help brings many benefits such as improved productivity, better insights for problem management................
>full article |
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Eliminate Information Silos
› full article
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 Learning Organizations and Technical Support Retention
(members only) › full article
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“Hitch It Up! Integrating the IVR Across the Contact Center to Power Customer Retention” (members only) › more info
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Emerging On Top: A Post-Merge Service and Support Success Model
(members only) › more info
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Stream is a leading global technical support and customer service outsourcer focused on the high-tech and telecommunications industries. We create exceptional customer experiences by providing the people, operations, tools and technology, and global reach that create seamless support. Stream's unique Smart ShoreSM methodology helps companies determine the best combination of service needs, support locations, and contact channels (voice, e-mail, chat, and Web) to ensure customers receive quick, easy access to support.
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Industry Insight from SoftwareCEO
How many laws does your Web site break?
› full article
eSupport Tip from Citrix Online
Position Your Support Center as a Competitive Differentiator
› full article
Benchmark Benefits from Service 800, Inc.
What Drives the SSPA Software Benchmark?
› full article
Focus CRM from CRM Magazine
Exceptional Service Spurs Exceptional Sales
› full article
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CRM To Lead SMB Enterprise Software Spending
According to Aberdeen Research, small and medium businesses identified managing the volatility of customer demand as a top priority for the coming year. Two-thirds of respondents said they intend to improve their capabilities for acquiring and retaining customers.
MarketSoft Acquires Elity
MarketSoft has acquired Elity Systems, a market leader for event-triggered solutions. By combining Elity’s behavior triggering technology with MarketSoft’s lead conversion prowess, companies can now employ cross-sell and retention methods to grow customer revenue.
> more news |
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Recently Achieved SSPA Certification
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June Moore, CSM
Dheeraj Prasad, CSM
Lionel Regis-Constant, CSM
Kerry Smith, CSM
Colin Staddon, CSM
Jonathan Underwood, CSM
Inigo Viti, CSM
Al Ulak , CSM
Dan Sjodin , CSM
Fred Bozvay , CSM
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Tom Jerosz, CSM
Jason Knauss, CSM
Ken Schonberg, CSM
Kurt Rees, CSM
Mark Haider, CSM
Nancy Anderson, CSM
Omar Reece, CSM
Patrick Caprice, CSM
Sandy Edwards, CSM
Susan Seppelt, CSM
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Register as a Member of the SSPA Community and access our vast Support Information archives.
www.thesspa.com
1-858-674-5491
›
Join SSPA
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Community Members
ADIC
ENOVIA
MKS Inc
Norstan
Ontario Systems Corporation
ServiceWare Technologies, Inc.
Symantec
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