SSPA Committees, Round Two
by Bill Rose, Founder and Executive Director

At our SSPA Conference @ San Diego, we set an ambitious goal: to deliver industry standards and best practice business processes for offshore outsourcing, support efficiency, and support industry standards to you, our members. To achieve that goal, we set up working committees to research, develop, and define processes and industry terms.

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The SSPA Conference @ Savannah is just 19 days away. Come and get the business intelligence you need on the future of support service from our high-energy, high-value content.

SSPA 2004 Top Talent Study

One of the biggest challenges support managers and executives face is how to motivate staff to consistently provide top-notch levels of support. It requires executives and managers to continually look for new ways to motivate their staff.
To maximize the effort you put into motivating your staff, our 2004 Top Talent Industry Study can help you understand how to keep your top performers satisfied and driving towards your company goals.

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Start Planning for 2005
By Bob Furniss

It’s hard to believe that it’s already September and that we’re fast approaching the final quarter of 2004. “Where did the year go?” Of course, in the world of support centers, time always seems to fly by. You might think that it’s a little early to be thinking about 2005 but for many, it may already be a little late.
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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 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. 

Industry Insight from SoftwareCEO
Pitching to investors and banks: How INEA uses Old School approach to win backers and clients
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eSupport Tip from Citrix Online
Hold the Phone: Why Phone-Based Support Isn’t Enough
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Benchmark Benefits from Service 800, Inc.
A New Way of Communicating
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Focus CRM from CRM Magazine
Don't Put the Cart Before the Horse
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Concerto Software Acquires Rockwell FirstPoint Contact
Concerto Software, a provider of contact center solutions, has acquired Rockwell FirstPoint Contact from Rockwell Automation. Concerto Software will continue to offer products and services designed to communications-enable the business processes surrounding sales and marketing, collections, and..........

SupportSoft Integrates Core Networks' Solutions
SupportSoft, Inc. unveiled its vision for triple play service delivery and detailed its product integration plans for Core Networks’ network monitoring, management, and activation of advanced digital services solutions for DSL and cable broadband providers.

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Recently Achieved SSPA Certification

Jeff LaCombe, CSP
James Martin, CSP
Randall Vanek, CSP
Douglas Portlance, CSP
Steve Franc, CSP
Richard Busby, CSP
Jen Fang, CSP
Keith Mesenbring, CSP
James Harris, CSP
Chris Pinotti, CSP

Marimba

Progress Software

S.W.I.F.T.

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