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	August 31, 2004

SSPA’s Goal: Continuous Improvement
by Bill Rose

Continuous improvement isn’t just important to support centers, it’s important to the SSPA as well. The SSPA is constantly looking for ways to improve the value we deliver to our members. We’ve taken steps to improve our conference content, we’ve improved SSPA Research projects, improved our programs, and we’ve improved the SSPA News. Most of what we’ve done has been the direct result of member feedback and we’re asking for your help again. Take the survey.

> full article

Call for Sponsors
SSPA Conference @ Savannah
October 2004

SSPA 2004 Top Talent Industry Study

Today’s service and support organizations are forced to depend more on top performers within their organizations to reduce costs and maintain margins – to run efficiently and deliver exceptional service. In your quest to continue delivering superior support, you must invest in training. Whether that training is for new employees or continuing education, training is, or should be, an important budget line item. But what kind of training is most needed and what staff members need it the most?

> full article

Executive Insight: Michael Brochu – Size Does Matter › full article	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 Shore^SM 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. www.stream.com
Employee Self-Leadership and Technical Support Retention (members only) › full article
Moving from Customer Service to Customer Satisfaction (members only) › more info
What If Your Business Was a Restaurant? (members only) › more info

Industry Insight from SoftwareCEO
Three new books on hot topics: IT spending, offshoring, and SEO/SEM benchmarking
› full article

eSupport Tip from Citrix Online
Measuring the True Cost of Support
› full article

Benchmark Benefits from Service 800, Inc.
What Drives the SSPA Software Benchmark?
› full article

Focus CRM from CRM Magazine
What Are the Issues to Be Aware of When Implementing Proactive Customer Service?
› full article

Motive Announces Products for Application Management
Motive announced three new products to manage custom and packaged enterprise applications: Motive Profile, Motive Triage, and Motive Resolution. These products allow enterprises to automate configuration, problem assessment, and resolution processes.

ViryaNet Debuts New Program
ViryaNet, a provider of integrated mobile and Web-based software applications for workforce management and the automation of field service delivery, announced the Optimizer Challenge, a program to help companies reduce their field service expenses by improving the assignment and execution of field work.

> more news

Recently Achieved SSPA Certification

Tom Jerosz, CSM
Trudy Trowbridge, CSM
Iris M Frank, CSM
Michael A. Kennedy, CSM
Manfred K Kunze, CSM
Jim Lovin, CSM
Tamir Malamusa, CSM
Jeff Schnurr, CSM
Libbey Wares, CSM
Tony Wong, CSM
Timothy S. Cooper, CSM
Tracey Daines, CSM
Jon Moffat, CSM
Lionel Regis-Constant, CSM
Brian Kane, CSM

Michele Duffy, CSM
Denise Dunn, CSM
Kevin Erickson, CSM
Matthew, J. Ford, CSM
Michael David Holgate, CSM
James McCarthy, CSM
Jim Meikle, CSM
Tom Miceli, CSM
Michelle M. Punch, CSM
Laura Tandara-Kuhns, CSM
Renee Groulx, CSM
Naomi Kagan, CSM
Arnold Sanchez, CSM
Sean Koehler, CSM

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