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SSPA Partners With CMP Media LLC To Provide SSPA Certification Classes at Call Center & CRM Demo & Conference(San Diego, Calif. September 5, 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 an agreement for SSPA Certification courses to be included at the Call Center & CRM Demo & Conference, November 8-9, 2001 in San Diego, California. The Service Strategies Corporation (SSC) will conduct the two-day classes of Certified Support Professional (CSP) and Certified Support Specialist (CSS).“The SSPA Certification classes are well-designed, content rich and delivered by one of the best consulting firms around- the Service Strategies Corporation,” said Bill Rose, SSPA Founder/Executive Director. “In two days, you can become SSPA Certified.” The SSPA-led effort to provide the Support Center industry with individual certification standards has been achieved by calling upon some of the leading companies in the software support world to come together and define the program. The SSPA and Task Force have targeted the five levels of support typically found in today's center and have created the following individual certification levels: CUSTOMER SERVICE QUALIFIED - (CSQ) For non-technical administrative support people. CERTIFIED SUPPORT PROFESSIONAL - (CSP) Soft skills-based, it is designed for entry-level technicians. CERTIFIED SUPPORT SPECIALIST - (CSS) Similar to the Certified Support Professional (CSP) in areas measured, for experienced technicians. CERTIFIED SUPPORT MANAGER - (CSM) For the Customer Support Manager. CERTIFIED SUPPORT EXECUTIVE - (CSE) For the ultimate “owner” of the support center function within an organization, the senior level executive. The CSP soft skills certification training is designed for entry-level technicians who must reach a basic standard of customer service competency in dealing with technical issues over the phone or via the Internet. They must also understand how to use all support center technology and tools in order to quickly reach the required level of productivity. The CSS certification training is similar to the CSP in areas measured, in that this experienced technician is required to demonstrate more advanced competency in customer service as well analytical skills for advanced problem solving and troubleshooting. In addition, the senior technician is typically required to mentor the entry-level technicians and therefore must have strong interpersonal and teamwork skills. 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 and Conference that addresses all these aspects. In conjunction with .comCustomerService Demo & Conference, this 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. According to Simon Cooper, Executive Director, Call Center & CRM Demo & Conference, "Having SSPA Certification at our call center event is extremely valuable to attendees. People want the opportunity to walk away with verifiable credentials, and this collaboration is one way to provide just that. I am hopeful our San Diego event marks the first of many opportunities to work together." 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 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, 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 Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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