News..................................................................................................
Final countdown for the launch of the J.D. Power and Associates Certified Technology Service and Support program By Mike Davison, VP Advanced Programs, SSPA — Standards Board members help finalize the structure, criteria and participant scoring for the certification program. Plus, a first peek at the research results outlining the strength of the J.D. Power and Associates brand in the enterprise IT market. Full article
Features.............................................................................................
Extending Knowledge Management to Field Service By Mark Angel, CTO,
Knova Software – Unlike their customer service colleagues in contact centers who benefit from multiple tiers of support and powerful knowledge-empowered applications for service resolution management, field service professionals are often on their own. Learn how to empower field service workers with knowledge results and lower costs by shortening site visits, resolving issues during the first visit, and increasing customer confidence and satisfaction. Full article
Gray Matter: EMC’s Innovative Approach to Knowledge Sharing By Colin A. Berrell, Director of Global Technical Support, EMC –Today’s support center consultants are faced with the daunting task of keeping abreast of continuous technical innovation and ever-increasing interoperability. How one innovative company is helping its support center staff understand technical detail across multiple products, technologies and platforms. Full article
Practical Ideas on Conquering the Knowledge Maintenance Monster By Francoise Tourniaire, Founder, FTWorks — For an established knowledge base, the maintenance effort is typically much larger than either authoring or publishing. So where do we start? Full article
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