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SSPA Announces the Creation of Support Sense Booklets

(San Diego, CA August 24, 2000) - The Software Support Professionals Association (SSPA) announces the release of a new resource for support professionals in the IT Industry- The SSPA Support Sense Booklets. The Booklets are created as quick read, bite-sized pieces of information authored by support center experts from throughout the world. Topics will range from technical issues, soft skills development and people issues; to customer satisfaction, eService and eCommerce and many other topical areas. The Booklets will be available at www.supportgate.com.

“In the fast-paced world of support center management, we rarely have enough time to read solid information that will guide us to the future,” said Bill Rose, SSPA Founder/Executive Director. “The Support Sense Booklets are designed in a clear and concise manner to reach deep into a topic at one reading. These publications are focused, targeted and a ‘must read’ for all support center managers.”

Having enough time to get everything done is one of the most valuable commodities for the support professional and many cannot spend hours reading lengthy books, white papers or even articles. The Support Sense Booklets are designed to be read in a short span of time- such as waiting for the departure of a person’s airplane, while in flight or at other times when people can squeeze in a few minutes. The topics selected are of interest to all support center personnel and written by experts in the industry. Every support center person should have a copy of each issue.

A new Booklet will be released monthly with the first one being: “Knowledge- The Ultimate Frontier for Support Centers,” by Francoise Tourniaire, Founder and Principal of FT Works, a consultancy firm that specializes in helping high-tech companies create and grow support centers.

Subsequent Booklets to be released include:

· “The New Support Center: Workplace Diversity in the Twenty-First Century.”
· “Customer Perceptions & Their Effect on Customer Relationships.”
· “Making Support Managers Into Support Leaders.”
· “Workplace Violence: Prepare to Prevent.”
· “Improving Electronic Customer Support- An Email Writing Guide for Support Professionals.”
For additional information and how to obtain the Support Sense Booklets for your Support Center, please visit www.supportgate.com.

Call for Authors: Anyone interested in authoring a Booklet and participating in this exciting new SSPA venture should send an email to info@supportgate.com for additional information. For the past 10 years, the Software Support Professionals Association (SSPA) has led the industry by providing articles, white papers, certification programs, content rich conferences, executive forums, roundtable meetings and industry recognized Awards Programs. For more information on the SSPA Support Sense Booklets, please visit www.supportgate.com.

About SSPA

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

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