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SSPA Releases New Support Sense Booklet(San Diego, CA September 28, 2001) – The Service & Support Professionals Association (SSPA) announces the release of a new SSPA Support Sense Booklet - “Telecommuting: Rewards and Risks”. The Booklets are created as quick read, bite-sized pieces of information authored by support center experts from throughout the world. Topics range from technical issues, soft skills development and people issues, to customer satisfaction, eService and eCommerce and many other topical areas. The Booklets are available at www.supportgate.com.The new Booklet now available is “Telecommuting: Rewards and Risks”, by Ron Johnson, Director of Community Development, SSPA. Abstract: The advent of cell phones, fast fax machines, Email, high speed Internet access and other electronic device advancements has created a new era of opportunities for companies and individuals to explore alternative work settings and arrangements. Telecommuting (Telework) is not a new work alternative, but more companies are now reviewing and implementing it as a viable option for certain workers. And it is growing in popularity and demand from employees. However, with the rewards come the risks. Not all companies have management systems and corporate cultures that are well suited to the flexibility that telecommuting can entail. Not all tasks are best performed in self-managing environments. The Support Sense Booklets are part of the SSPA Data Research Group, which also includes the SSPA Survey- 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. A new Booklet is released monthly with the first eleven available at www.supportgate.com. “The New Support Center: Workplace Diversity in the Twenty-First Century” “Customer Perceptions & Their Effect on Customer Relationships” “Knowledge- The Ultimate Frontier for Support Centers” "Making Support Managers Into Support Leaders" "Improving Electronic Customer Support: An E-mail Writing Guide for Support Professionals" "Work Place Violence: Prepare to Prevent" “Starting From Nothing” "Shattering the Glass Ceiling: Closing the Gender Gap in Information Technology” “Get A Better Tool Without Losing Your Sanity Or Your Time” “Characteristics of Effective Teams” “Create Outstanding Customer Relationships and Retain Customers in The Process” “Electronic Software Distribution Management- An Idea Whose Time Has Come ” “A Short History Of Customer Service” “Responding To Customers in E-mails: Let The Customer’s Words Guide You.” 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. 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 Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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