| These On-Demand Webcasts are Open to the SSPA Community |
| Produced June 25th 2009 |
SSPA’s Key Support Strategies in a
Post-Recession World <link coming soon!>
Join us for a live webcast with Citrix Online to hear SSPA VP of Research John Ragsdale discuss how innovative support organizations are improving the customer experience with high-touch collaborative support tools that immediately impact the bottom line, creating a highly productive and customer-centric organization.
Webcast Sponsored by Citrix Online |
| Back by popular demand! |
Support Desk Economics 101: Reduce, Reuse & Recycle
When it comes to Support Desk economics the supply of the IT budget is shrinking while the demand of end-users for high-quality support remains the same. So, how does a support provider manage a shrinking budget without sacrificing quality? Find out in this on-demand SSPA Webcast with end-user support provider University of Missouri, support technology vendors Bomgar and RightAnswers, along with SSPA expert John Ragsdale. |
| Produced April 9th, 2009 |
Can Your Support Center Afford Not to Be Proactive about Chat?
Offering the highest level of support to your most valuable and at-risk customers can be a company's greatest differentiator--especially in today's economy. Knowing exactly who your customers are and when to connect with them is crucial to maximizing your agents' productivity with the added benefit of reducing incident handling costs.
(SSPA Webcast Sponsored by LivePerson) |
| Produced March 26, 2009 |
Manage Costs and Increase Revenue in a Down Economy: Partnering for Success
SSPA's John Ragsdale presented insights into the current economic climate specific to service & support, how services have become the economic engine for technology companies, and recommendations on how to maximize the value of strategic partners. Mike Serpan of Convergys Corporation discussed how to deepen relationships with strategic partners and overcome hurdles to outsourcing. He cited cases of top technologies that have done so and are succeeding in tough times because of it.
(SSPA Webcast Sponsored by Convergys) |
| Produced March 5th, 2009 |
Europe Service 20 Webcast
On March 5th, 2009, TPSA announced The Europe Service 20. During the webcast, Thomas Lah, Executive Director of TPSA identified the Europe Service 20 Stars—the best performing technology service providers in the index. hear how Europe is tracking relative to the global services marketplace in terms of growth rates, service margins, and product-service mix. |
| Produced February 26, 2009 |
Top 3 Ways to Recession-Proof Your Service & Support Organization
Now more than ever, service and support organizations should be investigating innovative yet practical ways to reduce costs, streamline operations, improve the customer experience, and create additional sources of revenue. In this event, you'll learn the top 3 ways that service and support organizations can leverage remote-support technology to immediately impact the bottom line; creating a highly productive and customer-centric organization. (SSPA & AFSMI Webcast Sponsored by Citrix Online) |
| Produced February 19, 2009 |
Support Desk Economics 101: Reduce, Reuse & Recycle
When it comes to Support Desk economics the supply of the IT budget is shrinking while the demand of end-users for high-quality support remains the same. So, how does a support provider manage a shrinking budget without sacrificing quality? Find out in this on-demand SSPA Webcast with end-user support provider University of Missouri, support technology vendors Bomgar and RightAnswers, along with SSPA expert John Ragsdale. |
| Produced January 22nd, 2009 |
Why Customer Experience is Priority One in a Market Downturn
(and what your company can do about it)
Join us for this ondemand webcast and learn how to apply the right mix of products and services to help your customer service representatives. Also hear how you can benefit from capabilities that give you access to a single, unified view of the customer, cross application workflow and multi-channel interaction. (Sponsored by Microsoft) |
| Produced January 21st, 2009 |
How Digital Hands Won the Coveted STAR Award for Integrated Services What does it take to win a STAR Award, and why is Digital Hands qualified to lead the way in the integrated services category? This interactive session, led by Digital Hands CEO Charlotte Baker, will look at the many variables involved in delivering excellence in integrated services
- The three variables that lead to integrated services success
- How to provide superior service on an SMB budget
- How close channel partnerships enable SMBs
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| Produced December 11th, 2008 |
Every Experience Counts:
Building a Customer-Centric Culture
A "customer-intimate" approach is beneficial in every economy, but in a down market it becomes an even more important part of the service and support equation. This on-demand SSPA Webcast will explore what it means to have a truly customer-centric culture, the ROI of customer intimacy and how technology fits into the equation.
(Sponsored by Consona CRM) |
| Produced December 4th, 2008 |
The Second Coming of Email for Customer Service
It is time for a fresh look at your email support strategy. This on-demand 30-minute session will discuss the three essential elements of successful email support and how to leverage your Email Response Management System (ERMS) to boost effectiveness, raise service levels, improve efficiency, and reduce costs. (Sponsored by Kana) |
| Produced November 20th, 2008 |
Your Success Depends on Innovation:
How to Create and Get the Most Value out of a "Strategic Partnership"
Technology industry support leaders can visualize the benefits of transforming typical "outsourcing" activities into cooperative support agreements: the new arrangement suggests the very real possibility to create value-added strategic partnerships. In this on-demand webcast we'll show you how support partnerships can become keys to success for technology companies. (Sponsored by Convergys) |
Produced 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. |
