(San Diego, CA August 5, 2003) – The Service & Support Professionals Association (SSPA) (Company
Profile, Past
Stories, Case
Studies) announced today the featuring of Five Tracks each with six focused sessions for a total of 30 sessions guaranteed to unlock the secrets to
mastering the future of customer service and support for the SSPA Conference@Savannah to be held September 29-October 1, 2003 in Savannah, Georgia. The
SSPA Conference@Savannah is "the" event where the future of the Service and Support industry comes together in a fusion of visionary key note addresses,
vibrant tracks and workshops, interactive forums, fun networking events, informative exhibits and a special dinner featuring the SSPA STAR Award winners -- all in the heart
of America's most magical city, Savannah Georgia.
“By creating specific content tracks, the new SSPA Savannah Conference agenda format allows the attendees to choose the most applicable presentation for their needs,”
said Bill Rose, SSPA Founder/CEO. Managing people is never an easy task and the Future of Managing People will offer three unique perspectives on how to meet
the changing needs of the support rep in the future.”
The Five Tracks on the second day of the Conference will include:
Track 1: The Future of Support Technology; Track 2: The Future of Customer Demands; Track 3: The Future of the Support Executive; Track 4: The Future of Managing
People; Track 5: Delivering World Class Service in the future.
Track 4- The Future of Managing People
Service and support is a people-intensive business. The focus here will be on recruiting, motivating, training, and retaining your best people. Will the needs of
the support rep change in the future? What will their profile look like? How will changing certification, training and experience requirements affect your support
center profile?
Session 1- Managing People – Recruiting and Motivating a Multilingual Support Organization
John Hartfield, Manager, Support Delivery EMEA- Rockwell Automation
Session 2- Staffing for Multi-Channel Support
Jerry Concannon, Senior Consultant- Service Strategies Corporation
Session 3- Bridging the Gap Between Software & Services: Building the Knowledge Behind CRM and Knowledge Management- Livia Wilson, President-
OutSights, Inc.
Each session will be presented once in the morning and repeated again in the afternoon.
The opening day of the SSPA Conference at Savannah will be highlighted by 3 keynote presentations by
Elliott Masie, Director- The MASIE Center; Chris Shea, Vice-President Consumer Service and Support Americas and Randy Spratt, Sr. Vice-President- McKesson
Information Solutions.
Day Three will feature Five Informative Workshops giving attendees the opportunity to learn from the top leaders in the industry on some of the most important aspects of
success for the future of support services.
Workshop 1: STAR Award Winners Showcase- “Benchmarking Against the Best!
Workshop 2: Economics of Certification - Management Overview
Workshop 3: Support Center Practices (SCP) Best Practices User Forum
Workshop 4: Developing a Services Architecture
Workshop 5: S-Business: Reinventing the Services Organization: How to Drive Revenue and Create
Competitive Advantage
Day Three is completed with the attendee’s choice of a round of golf at the pristine Club at Savannah Harbor Golf Course, next to the Westin Savannah Harbor Resort. - a
tour of America's most magical city- Savannah- or a tour of Savannah’s wonderful coastal area.
Those who attend the SSPA Conference at Savannah will be well equipped to master the future of customer service. To view additional details of the Conference and to
register, please visit www.thesspa.com/savannah.
About SSPA
Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support
centers and overall customer relations. Today, the SSPA represents over 21,800 service professionals at 2,500 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 vendors. SSPA has become
the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration.
SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where
nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual
community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other
related divisions, log on to www.thesspa.com or send an email to info@thesspa.com.
email this article