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Our Ongoing Goal: To Save You Time and Money
By Bill Rose, Founder and Executive Director
How many of you have organized or managed training programs for your support organization or company? Training is an often overlooked but essential part of any organization’s continued drive to improve performance, reduce cost, and maximize efficiency. Very few, if any SSPA member companies I’ve had the pleasure of talking with truly have a handle on the purchasing, management, or measurement of training and their overall staff development programs.
> full article |
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Registration Now Open for the SSPA Best Practices Conference & Expo @ San Diego, March 20-23, 2005
Be one of the first 100 to register and receive a NETGEAR Wireless Travel Router.
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Support Execs Deserve a Seat at the Corporate Table
In most high-tech companies, support executives don’t yet have a seat at the corporate executive table – they should. According to SSPA Research’s 2005 Support Demand Enterprise Series, support and maintenance contributes 20% to 60% to IT vendors’ bottom-line profitability. Over the last five years, support and maintenance revenue and margins have dramatically increased as license revenues have slowed. In fact, at an operating margin level, support and maintenance is often more profitable than new products or licenses.
> more info
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Increase annual revenue by up to 20%
Join Bill Rose, SSPA Founder and Executive Director, and Eric Jensen and Barry Dacus of Citrix Online as they discuss best practices for remote technical support. The discussion is designed to help support organizations improve both quality and productivity.
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The Art and Science of Forecasting Support
› full article
Understanding Network/Application Performance › full article
 Simplify Your Globalization Efforts
(members only) › full article
Can David Support Goliath? Best Practices for Small Organizations Supporting Global 1000 Customers
(members only) › full article
Service Chain Management: Maximizing Customer Satisfaction Through the Service Process
(members only) › full article
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OutStart Acquires Participate Systems
OutStart, a provider of software products for learning, has acquired Participate Systems, a provider of online customer and sales support solutions. Under the OutStart name, the company will provide solutions designed to create a blended approach to learning and knowledge sharing
FootPrints Live eSupport
Unipress Software, Inc., released a new version of FootPrints Live eSupport. The new FootPrints Live eSupport add-on module combines an intuitive, web-based interface with VoIP, white board, and file transfer capabilities with existing screen-sharing and chat features
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Industry Insight from SoftwareCEO
Need to make regime change overseas? Here's advice from a global software CEO.
› full article
eSupport Tip from Citrix Online
Can you support your remote employees?
› full article
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Focus CRM
from CRM Magazine
Self-Service Options May Displace Offshore Agents
› full article
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Recently Achieved SSPA Certification
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Mahesh Motiramani, CSS
Zvika Sela, CSS
Maria Silveira, CSS
Abderrahim Inous, CSS
Terrence OConnor, CSS
Bob Lippitt, CSS
Tony Zhu, CSS
Paul Larkin, CSS
Sylvia Kenion, CSP
Rajat Mohan, CSP |
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Gurmeen Aneja, CSP
Noopur Goel, CSP
Juanita Leahy, CSP
Robert Hyde, CSP
Edmund Liu, CSP
Wendy Snape, CSP
King Lam, CSP
Asmita Dhere, CSP
Nick Nyberg, CSP
Fahim Ghaffar, CSP
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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
Informatica
Speedware
InterSystems Corporation
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