Special SSPA On-demand Webcast:
Top 10 Reasons to Attend Services Leadership 2007
Join SSPA’s Executive Director Stephen Smith
for this informative 30-minute online event
IN THIS ISSUE
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SSPA PERSPECTIVE  |
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Building the Business Case for Remote Support By John Ragsdale, VP of Research, SSPA SSPA Research defines remote support platforms as the bundle of functionality used to take control of a customer’s desktop via a secure internet connection to diagnose and resolve issues. Leading remote support platforms are expanding, with new features added in each release. This article, an SSPA Member’s Choice topic for August, will explore common remote support components, which advanced features SSPA members are adopting today and how to create a reliable ROI model for your organization. |
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The Talent Lifecycle in Emerging Markets: Microsoft’s Dheeraj Prasad Discusses Best Practices Developed in the SSPA Industry Committee on Talent Management By Dheeraj Prasad, Director of Developer Support at Microsoft, interviewed by SSPA’s Shawn Santos What are the most important talent management challenges and opportunities in today’s emerging markets? Why has senior management from Microsoft, Avaya, EMC, Symantec and other major technology companies formed a committee with the SSPA to address these issues? This article explores SSPA’s Talent Management Committee—its charter, recent outcomes and future projects—with committee chair Dheeraj Prasad, Director for Developer Support at Microsoft. |
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The Death of Hierarchical Support By Rusty Walther, Senior Vice President, Global Support, Network Appliance, Inc. Technology customers have accepted a hierarchical support structure for many years. However, more recently, customers have transitioned to a demand for faster results that cannot be serviced by this hierarchical model. This article frames the hierarchical support situation and provides a transitional roadmap with “10 Tips” to help drive your support center to a real-time, multi-level, collaborative, problem-solving machine. |
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Conversations: Support in a Web 2.0 World By Becky Carroll, President and founder Petra Consulting Group Web 2.0 for technical support can mean that the world learns—in real time—all the gory details of a consumer’s poor customer support experience. Customer expectations are higher than ever, and the need to engage with customers in an honest and transparent way is becoming a business necessity. This article will provide an overview of key reasons for implementing Web 2.0 and social media practices in support as well as examples in the area of blogging. |
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The Strategic Role of Customer Support in Maximizing Shareholder Value By Christoph Goldenstern, Partner and Global Vice President, Technology Practice, Kepner-Tregoe Much of the current thinking about customer service is focused on technological solutions and cost-effective models for decreasing the cost of customer care. Cheaper and faster are the key words here, but what about the client relationship? This article promotes the critical need for customer loyalty—because satisfied customers are simply not enough to maximize shareholder value. |
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