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Support Demand Research Delivered
by Bill
Rose, Founder and Executive Director
By now, I hope you’ve heard about our 2005 Support Demand Research series, some of the best research data we’ve ever produced. If your company has our bundled membership, you should have received the “Overview of Enterprise Support Demand 2005” report, the first of the Enterprise Series to be delivered. Other reports in the series focus on the increasing pressure on margins, moving enterprise support to web delivery, and new opportunities for service organizations.
> full article |
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The Art and Science of Forecasting Support
› full article
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 The Future of Agent Performance Management: Balancing What Matters
(members only) › full article
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Case Study: All Covered Has Client Support Covered
(members only) › full article
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“This Call May be Recorded”: A Case Study
(members only) › full article
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Apparent Networks
Network Triage on the Frontline - Free Whitepaper
No call strikes more fear into the heart of the IT support professional than the infamous “It’s slow.” Whether you’re a vendor supporting customers or part of an enterprise’s application support team, if the whole system doesn’t work end to end, your customers and users will let you know.
› more info
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Industry Insight from SoftwareCEO
What's the weakest link in your software sales chain?
› full article
eSupport Tip from Citrix Online
Is Your Mission Statement Ready for 2005?
› full article
Focus CRM from CRM Magazine
CRM Claims the Corner Office
› full article |
Convergys Acquires Contact Center Analytics Provider
Convergys Corporation, a provider of integrated billing, employee care, and customer care services, acquired contact center analytics firm, Finali Corporation.
Sento Buys Xtrasource Assets
Sento Corporation, a provider of integrated, multi-channel customer support, signed a definitive agreement to acquire the operating assets of Xtrasource, Inc., an advanced contact solution provider.
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Unipress Software
Speed customer support and reduce costs with web-based, hosted customer support automation that's affordable &fast-to-implement. You’ll streamline workflow & do more with the resources you have.
› more info
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Recently Achieved SSPA Certification
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Dave Virzi, CSP
Srirama Koneru, CSP
Uyen Nguyen, CSP
Scott O'Leary, CSP
Priya Nair, CSP
Roxanne Somera, CSP
Nitya Kalathuru, CSP
Valerie Gale, CSS
Geoff Chokureva, CSS
Greg Adams, CSM
Mary Alice Bastian, CSM
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Bette Belanger, CSM
Tina Connolly, CSM
Jeff Dangel, CSM
Ronny Dekel, CSM
Robert Ehrlich, CSM
Dawn Foley, CSM
Robert Quaglia, CSM
Suresh Ramaswamy, CSM
Janis Thibeault, CSM
Phillippa Young, CSM |
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Register as a Member of the SSPA Community and access our vast Support
Information archives.
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