News..................................................................................................
An Invitation from the SSPA By SSPA Staff – Do you have knowledge, ideas, or experiences to share with your peers? If so, the SSPA would like to invite you to participate in several important programs that foster the advancement of the services and support industry. The SSPA is an organization for
members, by members – you can help us deliver valuable information to the service and support industry by participating in a number of our programs – from writing an article for the SSPA News to joining our newest industry committee.
Full article
Features.............................................................................................
The Six Big Trends for 2006 By Francoise Tourniaire, founder and principal of FT Works — As you define the initiatives that will make a difference to your organization in 2006, why not get inspired by your peers in the support industry? This article describes six trends many of my clients are facing, along with some solutions they’re considering. Full article
The Wharton School tailors a dynamic program for Service and Support By Ann D. Miller, Manager, Talent Management and Development, the SSPA – The pace of change in our industry is unrelenting, and the types of changes require new talents. The SSPA has aggressively sought a solution by partnering with the Wharton School University of Pennsylvania to prepare the managers in our industry for business in the new millennium. Full article
Adaptive Search and Resolution By Mark Angel, CTO, Knova Software – Service Resolution Management (SRM) is a new approach to lowering cost, closing more issues at first contact, and increasing customer satisfaction. It does this by deeply embedding search and knowledge in the customer service business process to extend and enhance CRM and incident management systems. Full article
Mobile Field Service Is a Priority in 2006 By Alexandra DeFelice, CRM Magazine – "The Mobile Field Service Solution Selection Report" by the Aberdeen Group reveals that connecting the field and the office is a top strategic priority for 88 percent of best-in-class firms. It also finds that mobile hardware and software devices rank as top business investments. Full article
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you. Please email the editor at
sspanews@thesspa.com.
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Keep current with the SSPA Program Update: This is a newly-initiated monthly email communication designed to provide you with an overview of the latest programs and calls to action at the SSPA. If you haven't had a chance to review the update, check out January's issue by clicking here. We are continually looking to optimize value and participation in our programs. If you have feedback or suggestions, email the SSPA.
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