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SSPA To Participate at CMP Media’s Call Center & CRM Demo & Conference(San Diego, Calif. August 30, 2001) – The Service & Support Professionals Association (SSPA), the leading industry Association for IT support professionals, and CMP Media LLC, the world’s leading provider of business technology information via print, online and educational events, today announced that Bill Rose, SSPA Founder/Executive Director will participate in the program at the Call Center & CRM Demo & Conference, November 8-9, 2001 in San Diego, California.“This should be a great conference, and in particular, a great panel discussion,” said Bill Rose, SSPA Founder/Executive Director. “We have collected a group of knowledgeable industry executives who are willing to share their expertise.” Rose, recently recognized by the Call Center Magazine as a Call Center Pioneer of 2001, will moderate the panel session: DC5 Voice Portals and Self-Service: The Ultimate in DotCom Customer Care Efficiency. In the last decade, Interactive Voice Response (IVR) was the traditional front-end technology to the voice-based call center, acting as a customer service tool that assisted customers in efficiently reaching the right agent or the right information in the right amount of time. In the 21st century, customer support portals and web-based phone applications are taking customer self-service and information access to new heights of efficiency. This session will explore the differences in traditional IVR versus voice portals, the importance of the user interface in the successful deployment of web-based phone applications, and how web-based phone applications can streamline customer support applications in the dotcom contact center environment. "We are very excited to have Bill Rose moderating at this event,” said Simon Cooper, Executive Director, Call Center & CRM Demo & Conference. "His decades of call center knowledge can only enhance our highly targeted conference program." On the journey to total customer satisfaction, organizations are looking for integrated contact center solutions. Whether it’s an application such as CRM or a better way to manage online customer services there is no event other than Call Center & CRM Demo & Conference that addresses all these aspects. In conjunction with .comCustomerService Demo & Conference, is the only exhibition that unites three different worlds into one unique, turnkey event presenting contact center solutions that manage critical resources to ensure the continuous and rich interaction with customers in any media. A contact center that leverages the advantages of CRM or online solutions is equipped to handle inbound and outbound calls that provide a better customer experience resulting in increased brand loyalty & profits and reduced operating costs. For the past 30 years, Rose has established himself as one of the world's leading authorities on innovative ways to improve and streamline customer support and technical assistance within the software support industry. As a pioneer in the field of customer service, Rose has created, developed and implemented numerous successful approaches to support that are in use throughout many software companies and other organizations. After spending several years in customer support with National Advanced Systems, Candle Corporation, Morino Associates and IBM, Rose recognized the need for an industry-wide association that focused on technical support. In 1989, Rose and his wife, Dorcy Bowman Rose, founded the Service & Support Professionals Association (SSPA). Most recently, Rose has concentrated much of his time and effort into building Supportgate, a Web portal that is home to the SSPA's international membership communities. Rose earned his degree in business communications from Villanova University. He is a frequent speaker at companies and events worldwide, and he has also written and co-authored several books. About Call Center & CRM Demo & Conference CMP Media’s Converging Communications Group (CCG) produces five trade events each year covering the hottest topics driving the telecommunications industry. These events, including Call Center & CRM Demo & Conference, cover the convergence and broadening application of CTI technologies, the Internet Telecom revolution, customer relationship management, the evolution of traditional call centers into web-based, multimedia contact centers, and the use of old economy customer service standards in online transactions. CCG Expos take a leadership role in defining and redefining the future of telecommunications. (www.CMPevents.com) About CMP Media LLC CMP Media LLC (www.cmpnet.com) is a leading high-tech media company providing essential information and marketing services to the entire technology spectrum—the builders, sellers and users of technology worldwide. Capitalizing on its editorial strength, CMP is uniquely positioned to offer marketers comprehensive, integrated media solutions tailored to meet their individual needs. Its diverse products and services include newspapers, magazines, Internet products, research, direct marketing services, education and training, trade shows and conferences, custom publishing, testing and consulting. About SSPA Founded in 1989, SSPA represents over 15,000 service executives in over 500 member companies worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs and a variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com. Through these ‘gates’ you will find the individual Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendors Alliance, (SVA) and the SSPA Professionals Membership. 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 SSPA 909.244.7002 rjohnson@supportgate.com top of page |
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