SSPA Conference @ Savannah, October 3 – 6, 2004, Presents the Future of Support Services: Demand, Technology, People (email this article)

Learn What the Next 3 to 5 Years Hold and What Actions to Take

CRM Headline News

(San Diego, CA — August 3, 2004) – The Service & Support Professionals Association (SSPA) (Company Profile, Past Stories, Case Studies) today announced that the content for SSPA Conference @ Savannah, October 3-6, 2004, presents the future of support services: demand, technology, people. All sessions and events show service and support professionals’ what the next 3 to 5 years holds and what actions they need to take to ensure the future success of their organization.
 
The 30th SSPA conference and the most content-rich conference ever, the agenda is full of provocative sessions from service and support executives and industry thought-leaders.
 
Among the breakout sessions are:

  • Creating Business Value with Support Automation - Hal Sadowy, PhD, Business Executive Virtual Help Desk USA, IBM Global Services and Jimmy Scott, National Sales Manager, IBM Global Services
  • Establishing Profit-Driven Principles for Value and Differentiation - James Glueck, Vice President of Commercial Support, Customer Advocacy- Cisco Systems
  • Support at the Reins: Taking over Strategy Formulation in Tomorrow’s Enterprise - Angela McAlister, Manager, eServices and Knowledge Technologies, 3Com and Claire Gribbin, VP, Global Customer Advocacy, Primus Knowledge Solutions, Inc.
  • Solving the Self-service Paradox - Allen Bonde, President, Allen Bonde Group, Inc.
The SSPA Conference @ Savannah also includes five intense three hour Workshops:
  • Benchmarking Against the Best: A Showcase of STAR Award Winners – Bill Rose, Founder & Executive Director, SSPA, Ron Johnson, Director of Community Development, SSPA, and a panel of STAR Award winners.
  • Offshore Outsourcing – Getting it Right the First Time - George Dale, President, CEO, NCTeleserve
  • Self-service Readiness Workshop - Allen Bonde, President- Allen Bonde Group, Inc.
  • Managing Customer Demand in the New Service Experience - Bill Porter, CEO, Porter Research and Don Graham, President, Porter Research
  • Flawless Selection and Implementation of CRM Technology
The SSPA Conference @ Savannah also includes new support demand research findings and numerous opportunities to network. You can also review the entire agenda complete with session descriptions in a PDF of the conference Advance Program.
 
About the SSPA
Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of executives responsible for service and support centers and overall customer relations. Today, the SSPA represents over 24,000 service professionals at over 2,700 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support industry vendors. SSPA has become the center of support providing a reliable and comprehensive resource for conferences, news, research, benchmarking, standards and collaboration.
 
About the SSPA Conference @ Savannah
The SSPA Conference @ Savannah, October 3 – 6, the most comprehensive event for technology service and support VPs, directors, and managers, delivers business intelligence for the future of support demand, technology, and people. Attendees learn what the next 3 to 5 years hold and what actions to take in a fusion of high-energy, high-value sessions over an intense 4-day event. Speakers are industry visionaries and fellow service and support professionals. Attendance is expected to exceed 600. Sponsors include Kanisa, Motive, Control-F1, webex, and Talisma.
 

Editorial Contact:
Ann Reichert
The SSPA
858.674.5491
areichert@thesspa.com