| These On-Demand Webcasts are Open to the SSPA Community |
November 13th, 2008 |
Champagne Support in a
Bear Economy?
Why the Economy Can't Afford Premium Support (and Why You Can't Either)
How does a support provider offer champagne support in a bear economy?
Instead of wrestling with a bear market, PlumChoice has taken a new approach to supporting its customers, which has enabled them to offer premium support to their clients without the premium price tag. (Brought to you by SSPA, TPSA, AFSMI and Bomgar) |
| Produced September 10th 2008 |
Unlocking Enterprise Content:
Universal Search for Service Organizations
Join us for this on-demand webcast where we will discuss Google’s search capabilities in the Enterprise space, and how they are using search to positively impact service organizations. Also, we’ll take a deep dive into the benefits and ROI of universal search for support centers and technology services organizations, as well as examine customer implementations.
(Sponsored by Google) |
| Produced August 12th 2008 |
The Strategic Role of Support: Increase Experience and Drive Revenue (SSPA Partner Webcast)
SSPA member case studies show that customers satisfied with problem-resolution interactions are eight times more likely to remain loyal than those who are unsatisfied. Join us for this on-demand SSPA Partner Webcast to hear SSPA VP of Technology Research John Ragsdale make a business case for improving the customer-support experience and how it directly translates to increased customer loyalty and corporate revenue.
(Sponsored by Citrix Online) |
| Produced August 5th 2008 |
Re-write the Rules of Customer Service with Web 2.0
Join us for this on-demand SSPA webcast where we will discuss web-based customer support communities as a key strategy to providing customers a rich and engaging self service experience across multiple channels.
(Sponsored by Helpstream) |
| Produced July 24th 2008 |
E-Mail Customer Support – Embrace It or Replace It?
Following These Six Best Practices Can Make All the Difference
In this thought-provoking, one-hour webcast we’ll look at some of the Best Practices that can make your E-Mail Response Management System (ERMS) more effective and efficient. We’ll look at how several large-scale consumer enterprises have succeeded in creating ERMS that truly delivers business value as well as positive customer experiences.
(Sponsored by KANA) |
| Produced July 10th 2008 |
Is Your Support Center Introducing New Risks into Your Business?
When your customers realize that their problems are resolved more quickly and easily via remote control, the paranoia inherent to having a stranger access their system begins to fade. To sustain this positive attitude-shift, you need to ensure that the customer truly has nothing to worry about! Find out how in this 30-minute on-demand expert panel discussion. (Sponsored by BOMGAR) |
| Produced June 26th 2008 |
Turn Your Customers into Evangelists
Please join salesforce.com and the vice president of technology research for the SSPA and AFSMI, John Ragsdale, to learn how companies can turn customers into evangelists in a new model for service delivery. (Sponsored by salesforce.com) |
| Produced June 12th 2008 |
Got Wiki-mania? Consider All Your Collaborative Options
In this 30-minute on-demand mini-cast sponsored by Knova you will learn how to:
- Extend support knowledge to customers and partners with superior self-service
- Unlock knowledge lost in wikis, forums and stagnant documents
- Use forums to power peer support initiatives
- Take advantage of your existing wikis, and enhance them by enabling your organization to monitor and manage your message.
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| Produced June 4th 2008 |
Optimize Your CRM Solution with Integrated Remote Support
Listen to John Ragsdale, Vice President of Technology Research for SSPA and AFSMI, share industry research on how integrating remote support technology into support processes streamlines agent productivity, increases customer satisfaction, and drives faster return on investment for remote support tools. Terry Holland, Senior Manager of Integration Services for Citrix Online, will show how top companies have successfully integrated remote support and discuss not only the expected benefits, but the common pitfalls to avoid. (Sponsored by Citrix Online) |
| Produced May 15th 2008 |
A Smarter Agent Desktop: Discover the Advantages of
Delivering a Personalized Customer Experience
A smart agent desktop can make all the difference to the effectiveness of your contact center and the satisfaction of your customers. With it, you can empower your service representatives to deliver the best interaction every time—improving the customer experience and delivering significant productivity and cost benefits, as well as generating more revenue generating opportunities. Join SSPA’s Vice President of Technology Research John Ragsdale, and Shayan Sanyal from Amdocs and discover how to transform your contact center from a cost center to a profit center while creating a positive experience for your customers. |
| Produced April 30th 2008 |
Achieving Service Excellence Across the Organization:
It Takes a Village (and Automated Workflow)
Learn how creating transparent business processes with other organizations can put support back in the driver’s seat, how an informed support agent can defuse upset customers by providing insight into the problem, and find out how support workflow automation can give you the flexibility to extend the voice of the customer across the enterprise. (Sponsored by Numara)
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| Produced April 24 2008 |
A Smarter Agent Desktop:
Discover the Advantages of Delivering a Personalized Customer Experience
A smart agent desktop can make all the difference to the effectiveness of your contact center and the satisfaction of your customers. With it, you can empower your service representatives to deliver the best interaction every time. (Sponsored by Amdocs) |
| Produced April 16 2008 |
Best Practices: Get the Facts on Remote Support from Linksys
Find out how Linksys extends support to more customers-and meets their highest expectations. John Ragsdale, Vice President of Technology Research, SSPA will be conducting an informative interview with Tarik Mahmoud, Sr. Manager eSupport and Service Technology at Linksys. (Sponsored by WebEx) |
| Produced April 11 2008 |
SSPA Webcast: Hot Topics in Technology Services with Bill Rose
In this 60-minute on-demand webcast SSPA will be exploring two hot topics in technology services: Premier Account Management and Supporting small/medium (SMB) customers. |
| Produced March 18 2008 |
How to Turn Your Customers Into Raving Fans
How Customer Service Can Rally Your Customers and Your Bottom Line. (Brought to you by Parature) |
| Produced February 27 2008 |
Value-Added Services: A New Strategic Role for Support
Hear first-hand how Eclipsys Corp has leveraged remote-support and service technology to move beyond ”break-fix" support to become a strategic customer advocate. (Sponsored by Citrix Online) |
| Produced February 21 2008 |
Managing Risk and Cost in Remote Support Selections
With so many choices and variations on the market, what are the main issues that should be considered when selecting a solution? Among SSPA members, issues like security, flexibility, ease of use, and total cost of ownership typically make the top of the list. (Sponsored by Bomgar) |
| Produced February 7 2008 |
Raising the Bar for Remote IT Support: Reach More Users, More Often
Join us for an information-packed session, including a presentation by the SSPA’s VP of Research, John Ragsdale, who will discuss the expanded use of mobile devices and non-traditional platforms in corporate environments. (Sponsored by LogMeIn) |
| Produced January 24 2008 |
The ITIL Imperative: Accelerate from Strategy to Value in ‘08
Learn how to move your ITIL process from strategy to value in 2008 with SSPA, BMC and BOMGAR. (Sponsored by Bomgar) |
| Produced December 13 2007 |
A Successful Approach to Driving Product Supportability
Find out from an SSPA member—Lori Harmon, Vice President of Global Customer Support at Verisign—and SSPA’s own John Ragsdale how specific steps can help you realize significant results in product supportability. (Sponsored by SSPA/Verisign) |
| Produced December 12 2007 |
The ROI of Remote Support
New research on building a business case for remote support and learn how Citrix® GoToAssist® enables customer support organizations to reduce costs while increasing productivity and customer satisfaction.
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| Produced December 6 2007 |
From Chaos to Order: How to boost net promoter scores with award-winning online support
GE Fanuc realized that an exceptional support experience can shape a customer’s perception of the company, instill loyalty, and increase a customer’s propensity to recommend the company’s products or services. They chose InQuira, a search, knowledge management, and advanced analytics provider, to manage its online experience.
(Sponsored by InQuira)
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| Produced November 29 2007 |
Leveraging Voice of the Customer to Improve Business Results
Text mining, in combination with traditional structured data analysis, operates on large volumes of customer interactions to help you uncover insights and to drive additional value from those interactions. In this webcast you’ll learn from industry experts how your customer service interactions can be fully utilized. (Sponsored by IBM) |
| Produced November 15 2007 |
"Agile Channeling" Mixing Channels During the Customer Experience
What if, during the customer interaction, you had the ability to dynamically jump between channels as necessary to communicate in the most effective way for each phase of the resolution process? This may sound futuristic, but the technology to accomplish this is right around the corner. (Sponsored by Kana)
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| Produced November 1 2007 |
Total Customer Management: SSPA Looks Beyond Break/Fix to Customer Intimacy
Join industry guru John Ragsdale from the SSPA along with KNOVA’s Pete Strom for a lively, interactive discussion on the importance of customer intimacy and ways to leverage technology to enable and support a customer-centric culture. (Sponsored by Knova) |
| Produced October 31 2007 |
Deliver Proactive Support by Getting the Whole Story: How Text Mining Automatically Delivers Context and Insight - Straight from Your Customer’s Mouth.
(Clarabridge Webcast featuring John Ragsdale) |
| Produced October 18 2007 |
Top 5 Initiatives for Achieving Breakthrough Customer Support
Watch this Webinar to hear John Ragdale and Gretchen Nemechek reveal the top 5 initiatives your support team needs to focus on to reach – and exceed – its service and revenue goals. (Sponsored by Citrix) |
| Produced October 10 2007 |
Preparing for Web 2.0: The New Reality for Support
Join the SSPA and Web 2.0 pioneer Socialtext in this on-demand, 30-minute mini-cast to learn how companies are leveraging Web 2.0 technologies to accelerate support and call center operations. (Sponsored by Social Text) |
Produced August 9 2007
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SSPA Webcast: CRM--Creating and Leveraging the 360° View
The nirvana of Customer Relationship Management—the 360° View—represents a complete picture of the customer, including all data and interactions pertaining to the customer from across the enterprise. |
| Produced July 19 2007 |
The Missing Link in eService: Email Response Management Systems
In this insightful SSPA Webcast, you will learn how ERMS technology has evolved with improved intelligence, higher accuracy and more flexibility. |
