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SSPA Releases New Support Sense Booklet(San Diego, CA November 21, 2001) – The Service & Support Professionals Association (SSPA) announces the release of a new SSPA Support Sense Booklet - “The Future of Technical Support”. 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 “The Future of Technical Support”, by Ann Kana, Director of Product Support for HNC Software (HNCS). Abstract: All companies, regardless of product or industry are facing increasing pressures on the bottom line. All aspects of customer and technical service will continue to reflect this underlying business need. Technical Support directly impacts the bottom line by reducing costs, increasing revenues and improving customer loyalty. Most Technical Support organizations have been focused in the last few years on reducing costs. In the future, this focus will remain, but there will be increased awareness of the importance of Technical Support in keeping clients happy and getting them to come back to you for more products and services. 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 fifteen 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.” “Telecommuting: Rewards and Risks” For additional information and how to obtain the Support Sense Booklets for your Support Center, please visit www.supportgate.com/drg. 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/drg 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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