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The SSPA Creates the Online Data Research Group(San Diego, CA - September 21, 2000) The Software Support Professionals Association announced today the launch of the online Data Research Group. The SSPA Data Research Group was formed to provide timely, accurate and applicable information specifically for support professionals in the IT Industry and is located at www.suppporgate.com.“The Software Support Professionals Association (SSPA) has formed our Data Research Group to capture valuable industry data and pass it on to our Community Members,” said Bill Rose, SSPA Founder/Executive Director. “Through a series of surveys, white papers and case studies, we will provide in-depth focus on industry trends, direction and the future.” The Data Research Group of Supportgate.com currently provides several different opportunities for visitors to www.supportgate.com. 1. The SSPA Survey is an industry-wide survey that provides a comprehensive review of over 100 service industry practices, performance indicators, and operations metrics and provides a benchmark for service and support organizations. The Survey is divided into 11 Sections with numerous questions in each Section. Demographics ** Use of VARS and Resellers ** E-Commerce ** Automation ** Online Services ** People ** Performance Metrics ** Finance ** Service Marketing ** Customer Satisfaction ** Supplemental Information. The 1998 Support Practices Survey is still available to Supportgate.com Community Members at www.supportgate.com. 2. The SSPA Support Sense Booklets are the newest resource offered by the Software Support Professionals Associate (SSPA), and are written with the technical support professional in mind. These booklets are bursting with a wealth of information on topics such as; increasing customer satisfaction, strengthening soft skills, and increasing technical skills in the ever-changing world of IT support. The Booklets are created as quick read, bite-sized pieces of information authored by support center experts from throughout the world. A new Booklet will be released every month with the first booklet being: "Knowledge - The Ultimate Frontier for 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,” and “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. 3. Market Research Center. Through a Partnership with InsightExpress, Supportgate.com Community Members will be able to create a survey in minutes, target their current and potential customers, and assess their opinions in just a few hours. The Market Research Center will provide marketing, sales, customer service, advertising, and planning professionals with real-time access to targeted consumer audiences and to existing customers via their own lists. This will enable decision makers worldwide to test new ideas, screen new concepts, gauge customer satisfaction, survey employees, test advertising, and gather insight into the needs, attitudes, and behaviors of consumers. These capabilities will be provided in a fraction of the time and cost of existing market research methods. "I am excited to be involved in the SSPA Data Research Group's development and implementation," said Don Daniello, Supportgate.com Research Analyst. "The comprehensive information and data available through this Program will be a real asset to all support center managers, directors and other executives." 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.suppporgate.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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