News...................................................................................................

Themed "Best Practices," the SSPA Conference in San Diego, April 9 – 11, delivers real-world tips and techniques that will have an immediate, positive impact on your service organization.  All 80+ sessions are delivered or facilitated by SSPA members and industry experts who can tell you from first hand experience what’s working and what’s not.

Features.............................................................................................

Leading and Balancing through Change By Russ Reynolds, Manager, North American Customer Support Center Operations, Xerox Services —
Contact Center leaders are asked to deliver productivity and cost savings, improve the quality and services delivered to customers, maintain employee morale, minimize turnover, keep investments to a minimum, deal with pressure to move toward outsourcing / off-shoring, and overcome the perceptions of “Call Centers” that has evolved over time. Learn how this Xerox Services customer support center manager balances the act. Full article

The Six Big Challenges Facing the Service & Support Industry:  The First in a Three Part Series By Shawn Santos, Senior Program Manager, SSPA —
Take a peek at which critical issues face executives and management in the service and support industry. This article is the first in a three-part series touching on the key areas that service and support executives – and the SSPA – are taking very seriously. Full article

Offshoring Challenges and How to Overcome Them By M. M. “Sath” Sathyanarayan, President of Global Development Consulting, Inc —
A question many service executives are asking is "how can we tell whether our offshoring efforts are delivering value to our company?" Many companies are finding that their goals are not being met in a consistent way, while others seem to be more successful. Full article

Staffing for Knowledge Management By Francoise Tourniaire, founder and
principal of FT Works —
While a good process and a good tool help knowledge management within your organization, it all comes down to staffing: what kinds of people should be assigned to knowledge management? What’s the most effective way to staff for it? Let’s find out. Full article

11 Ways to Ensure CRM Success By Colin Beasty, CRM Magazine – We asked consultants to list some common CRM mistakes, and to then advise readers on how to avoid them. Full article

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If you have comments or suggestions we would like to hear from you. Please email the editor at sspanews@thesspa.com.

Interested in Submitting an Article for the SSPA News? Do you have knowledge, ideas, or experiences to share with your peers? If so, the SSPA would like to invite you to submit an article that will help foster the advancement of the services and support industry. Please click here for more details, or email Shawn Santos directly.

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