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We’ve Come a Long Way Baby!
by Bill
Rose, Founder and Executive Director
Yes, I know that’s cliché but with our Celebrate Support party at the SSPA Conference @ Savannah just a few days away, I can’t help but think about how far the support industry, support technology, customer expectations, and SSPA members have come.
Some of the more striking advances in technical support include support centers becoming much more critical and strategic to their companies’ success, and being recognized for that.
> full article |
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The SSPA Conference @ Savannah is just 12 days away. Come and get the business intelligence you need on the future of support service from our high-energy, high-value content.
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SSPA 2004 Support Demand Study
The SSPA is conducting the industry’s first in-depth study on changing customer requirements and expectations for technical support. The 2004 Support Demand Industry Study provides companies of all sizes with critical business data to anticipate customer’s future service and support requirements to help support organizations reduce cost while delivering improved support.
SSPA Research’s 2004 Support Demand Study is a joint effort of the SSPA and Tech Strategy Partners and should be available at the end of Q3 2004.
> more info |
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Customer Service from the Heart: The Importance of Empathy
By Kristin Robertson
Customer service from the heart is service delivered with care, empathy, and yes, even with love. We know that this kind of service positively affects the bottom line of the companies that model, train, and encourage their employees to deliver service and support from the heart.
> more info |
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The Four Cs of Coaching › full article
 Moving Customers from Support to Services (members only) › full article
Best Practices in Acquisition Integration for Technical Support
(members only) › full article
Profiting from a Knowledgebase Solution—3Com and Primus Share Success Stories(members only) › full article |
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Talisma Acquires eAssist
Talisma, a provider of Multi-channel CRM solutions, has acquired eAssist, a provider of customer service, support, and marketing software. Talisma will incorporate eAssist’s technology, intellectual property, and customer base into its operations.
Envision Introduces New Business Apps
Envision Telephony showcased a new set of business applications designed to unify contact center and the enterprise to create a superior customer experience.
> more news |
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Industry Insight from SoftwareCEO
Use your software sales team to build a "value inventory" for your company
› full article
eSupport Tip from Citrix Online
How to Turn Angry Callers into Satisfied Customers
› full article
Focus CRM from CRM Magazine
Self-Service Strategies - Creating Value with Natural Language Search
› full article
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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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Recently Achieved SSPA Certification
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| Terry Opatz, CSP
David Critchley, CSP
Dennis VanBuren, CSP
Ronald Olenic, CSS
Scott Panacek, CSS
Arya Rana, CSP
Hong Xu, CSP
Tanya Barcikowski, CSP
Nestor Cinotti, CSP
Nancy Grayson, CSP
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Manan Kapoor, CSP
David White, CSP
Madhuri Shenoy, CSP
Amruta Purandare, CSP
Jeff Lee, CSP
Miles Goldstein, CSP
Trupti Bhandiwad, CSP
Ameet Bakshi, CSP
Jason Galasso, CSP
Deepa Naik, CSP
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Primus Knowledge Solutions
ENHANCE THE CUSTOMER EXPERIENCE
Primus Knowledge Solutions develops award-winning software that enables companies to provide a superior customer experience via contact centers, help desks, Web self-service, and electronic communication channels. Primus technology powers every interaction with knowledge to increase customer satisfaction and reduce operational costs. The company continues to receive industry accolades for its robust product platform, including a 2004 CRM Excellence Award and 2004 Users Choice Award for Primus KnowledgeCenter, and "Strong Positive" ratings from Gartner in both the Web Self-Service Gartner MarketScope for 1H04 and the ERMS Gartner MarketScope for 1H04. In 2003, Primus also received the STAR Award for "Best Support Technology Vendor" from the Service & Support Professionals Association (SSPA).
Visit www.primus.com for more information.
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Register as a Member of the SSPA Community and access our vast Support
Information archives.
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Community Members
API Software
Concord
SumTotal Systems
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›
Join SSPA |
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