Press Release - supportgate.com

  Directory
    Suppliers
    Associations
    Publications
    Stock Index
    News Search
    Home

  Calendar of Events
     Find event | Submit event

  Career Corner
     Find job | Submit job

  RealMarket Today!
    Past Issues
    Subscribe
    Unsubscribe

Company Profile
Company Web Site

SSPA Selects Expert Connection Training Workshops For Horizons 2001

(San Diego, CA August 10, 2000) - The Software Support Professionals Association (SSPA) announced today that it has finalized the selection of the Expert Connection Training Workshops that are part of the Conference Program for Horizons 2001, September 18-21, 2000 in Orlando, Florida. The four-hour, interactive Workshops are selected to give Horizons 2001 Attendees options from which to choose and are led by experts in the software support services industry.

“The Expert Connection Training Workshops are an invaluable part of our SSPA Events,” said Bill Rose, SSPA Founder/Executive Director. “They are designed as hands-on, in-depth workshops directed by senior level experts within our industry.” Continued rose, “They provide a great opportunity to expand our skills and require us to think about the future.”

The workshops selected for Horizons 2001 offer a diverse group of topics:

Workshop A
“Key Metrics to Effectively Manage Your Web Enabled Support Operations”
Led by John Hamilton, President, Service Strategies Corporation, this workshop will examine the key metrics necessary to run a successful support operation. The workshop will take a look at a number of the more recent innovative online technologies for email handling, text chat, VOIP and Interactive Web Response.

Workshop B
“Future Implications For Managing a Small Support Center”
Kristin Robertson, President, KR Consulting will lead the group in a discussion of the fastest growing segment of the Support Center industry and which is at the smaller end of the spectrum - those centers with 35 or fewer representatives. In this interactive session, discussion will center on the challenges facing smaller support operations.

Workshop C
“Building an Interface Between Technical Support and Other Business Units”
Andrew Brodie, Technical Support Manager, Wonderware Corporation, will lead this workshop and take the class through several business units within a typical company- Sales, Development, Product Marketing, Legal and others and give tips and tricks on building effective channels of communications to Technical Support.

Workshop D
“Business Impact of Web-based Customer Service”
Cynthia (Cindy) Taylor, Vice President of Alliances and Chuck Dourlet, Vice President of Marketing for RightNow Technologies will present this Workshop and discuss how effective customer service is the key element in today's fiercely competitive Web environment. Attendees will learn, through real-world case studies, how to empower their customers to answer their own questions on the web and how to drive higher customer satisfaction, revenue and profit.

In addition to the Expert Connection Training Workshops, Executives representing Lockheed Martin, Prognostics, Support.com, Andersen Consulting, ServiceWare, Motive Communications, Software911, SafeHarbor.com and many others from throughout the world will be speaking on a variety of topics throughout the Horizons 2001 Conference, including “The Future of Customer Service”; “The Fast Track to eService”; “Transitioning an IT Help Desk to a Customer Care Center”; “The Future of Technology”; “Multilingual eSupport: Measuring the ROI of Globalizing Your Support Center” and many others.

For the past 10 years, the Software Support Professionals Association (SSPA) has led the industry by providing content rich workshops, conferences, executive forums, roundtable meetings and industry recognized Awards Programs. The SSPA Horizons 2001 will be a meeting of the best and brightest minds in the software support industry. For more information and to register for the SSPA Horizons Conference, visit www.supportgate.com.

Founded in 1989, SSPA represents over 8,000 service professionals at Member companies worldwide. SSPA gives software service professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its Members- conferences, seminars, specialized training, executive forums and a variety of publications. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com, building Internet service communities, or send an email to info@supportgate.com.

Editorial Contact:
Ron Johnson
supportgate.com
909.244.7002
rjohnson@supportgate.com

top of page