Knowledge for Shaping the Future of Your Support Organization
In this issue
  • Knowledge Management Metrics

    • Being a truly effective service and support executive requires a wider range of expertise than ever before. You must be an expert at delivering support with knowledge of people, processes, technology and metrics. You must also be skilled at developing and implementing new business strategies.

    Find out how to earn a seat at the management table and what to do when you get it. Be able to choose the best technology for your support center. Know how your performance metrics must evolve to meet the new challenges posed by increasing user demand, higher service standards, and the trends

    towards e-support. Learn a repeatable process for defining and creating value-added services that will make your customers happy to pay more. Attend an SSPA Training Day, Sunday, October 9th from 10:00 to 5:00 prior to the SSPA Conference in New Orleans.

    Each SSPA Training Day session is taught by an industry leading consultant who is a specialist in their subject area. These articulate and insightful instructors deliver content for shaping the future of your support. SSPA Training Day sessions and instructors include:

    The Ultimate Customer Support Executive
    Phil Verghis
    The Verghis Group

    Don’t Be a Fool With Your Tool!
    Donna Knapp
    Independent Consultant

    Who Moved My Metrics?
    Dave Brown
    President, Support Center University

    Value-Added Services to Delight Your Customers and Protect Your Revenue
    David Kay
    DB Kay & Associates

    Each of these sessions is presented in a highly interactive format allowing you to learn from your peers as well as the expert instructors. Visit SSPA Training Day page for details.


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