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Support Center Practices Certification Showcase at Horizons 2001:
(San Diego, CA August 22, 2000) - The Software Support Professionals Association (SSPA) and the Service Strategies Corporation (SSC) announced today that a Support Center Practices (SCP) Certification Showcase will be offered as part of the SSPA Horizons 2001 Conference, September 18-21 in Orlando, Florida. The all-day Showcase will afford conference attendees the opportunity to learn about the SCP Program, hear from support center executives whose support centers have been through the certification process and receive detailed materials outlining the Program.“The SCP Showcase provides a unique opportunity to spend an entire day totally focused on learning more about Certification”, said Bill Rose, SSPA Founder/Executive Director. “Through interactive sessions, attendees can explore both support center and individual certification, in depth.”
SCP Certification quantifies the effectiveness of IT support centers and helpdesks. Created by a core group of SSPA Members and developed by a consortium of thirty-five leading high technology companies, SCP is the premier IT industry certification program for support centers. Each sponsor has a unique viewpoint based on the type of service they are required to deliver to their customers. This segmentation of sponsors allows the SCP Certification program to meet the needs of all IT service providers, while capturing the core elements necessary to deliver exceptional service. Currently over eighty companies representing approximately one hundred and fifty support centers around the world are participating in the SCP Certification program.
The SCP Certification Showcase will feature Speakers from Lockheed Martin, Rockwell Automation, Mercury Interactive, Vertex, Inc. and the Service Strategies Corporation. These executives will make presentations and case studies, including: **Case Study: How Lockheed Martin Leverages SCP Certification for Enterprise Support.
**Tying Management Compensation to Customer Satisfaction. Does it work? **Programs to Recognize Exceptional
Individual/Team Performance **SCP Certification - Much More than a Roadmap to Best Practice **Site Certification in the Support Industry - Overview of Support Center Practices Certification **Highs and Lows from 1999/2000 Audits. “The dialogue and discussion following the case study presentations from the SCP certified companies offer significant value to the event” said John Hamilton, President of Service Strategies Corporation. “This is a unique opportunity for support center managers, who have an interest in elevating their centers to a world-class standard, to participate in lively and informative discussions”.
In addition to the SCP Certification Showcase, 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. Included on the Agenda are “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.
About SSPA
Founded in 1989, SSPA represents over 9,000 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.
About Service Strategies Corporation
Service Strategies Corporation (SSC) enjoys worldwide recognition working with the over 500 member companies of the Software Support Professionals Association (SSPA). The company is responsible for administering the Support Center Practices (SCP) Certification program and conducting on-site certification audits. In addition, the company delivers training and consulting services for the IT support industry. For more information contact Service Strategies Corporation at 858.674.4864 or send an email to info@servicestrategies.com. Please visit the company’s web site at www.servicestrategies.com.
Editorial Contact:
Ron Johnson
Supportgate.com
909.244.7002
rjohnson@supportgate.com
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