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Industry Articles Highlight SSPA News(San Diego, CA. November 7, 2002) -- The Service & Support Professionals Association (SSPA), the leading industry Association for IT support professionals, announced today the new Industry Articles of the SSPA News. Distributed weekly to nearly 19,000 subscribers, SSPA News is a content-rich publication for service and support professionals in the IT Industry. Each week the SSPA News Industry Articles Section will provide readers with content-rich articles and white papers authored by service and support professionals in the industry. Also included in the Industry Articles section are previous and current SSPA Conference speaker presentations with Streaming Audio and PowerPoint for readers around the world to view as their time permits.SSPA News is distributed via email and uploaded on the home page of theSSPA.com. For more information or to subscribe to SSPA News, please visit http://www.theSSPA.com/sspanews. “The SSPA Industry Articles Section provides a robust collection of current articles and SSPA Conference speaker presentations, all of which are current and relevant for today’s service and support executives,” said Bill Rose, SSPA Founder/CEO. “The topics of these articles presentations vary a great deal and some of our members indicate this is their ‘go to first’ part of the SSPA News.” Example abstracts of recent Industry Articles entries include: * Being Competitive Isn’t Enough These Days Many organizations focus their attention on being competitive within their marketplace feeling that this will guide them through to success. Perhaps at one time this was true or may still be true to the extent you define success. If your business goal is to survive, then focusing on being or becoming competitive may be all of what you need. But for those looking for more than survival, for those who choose to lead the way within their segment of the industry there is much more to it than being competitive. * Seven Things You Can Do to Reduce Backlog Without Burning Out Your Team. I worked on a support desk a few years ago, our backlog was over 600; we had 2 people working the desk and a weekly volume of 50 calls per person (double what it should be with the level of complexity involved). Most of the cases were old and had been looked at by experts in the company and no resolution had been found. Here are some things we did to get on an even keel. * Delivering Bad News Anyone who has worked in a support center for more than a day knows that some customers won’t get the news they want: their problem cannot be fixed, the product they want is not available, or they will have to wait for help they thought would be immediately forthcoming. As support people, we like to help our customers and we don’t like to deliver bad news. “The SSPA Industry Articles Section is a primary source for timely information on a variety of topics, all of interest to the service and support professional,” said Ron Johnson, SSPA Director of Community Development. “As one SSPA Member recently wrote: ‘I wish to express my appreciation to you and your team for an excellent publication. I always find information of value to myself and my organisation. In particular I find the presentations that include a PowerPoint and accompanying voice recording of great value. Our office is in Perth Australia, and it is very difficult to log online to a live web session. To be able to view and listen to presentations in my own time that fits with my office hours, and my own schedule is valuable.’” Call For Authors If you are a current or aspiring author and would like to submit an article for publishing on the SSPA News, please send an email to rjohnson@thesspa.com. In addition to the content, the new SSPA News offers the opportunity for vendors to advertise through banners, highlighting their company on the Technology Spotlight section or sponsoring a section. This is important to companies that want to market their products and services to the almost 19,000 subscribers and to support executives who want to see the latest product innovations. For advertising or sponsor information, please send an email to info@theSSPA.com About SSPA Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents nearly 19,000 service professionals at 2,200 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors. SSPA has become the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration. SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other related divisions, log on to www.thesspa.com or send an email to info@thesspa.com. Editorial Contact: Ron Johnson SSPA 909.244.7002 rjohnson@thesspa.com top of page |
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