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- SSPA's Six Top Support Issues that Keep Execs Awake at Night
- Confused about how to optimize your customer support program? You're not alone. Download this white paper to learn more
- White papers 2007-07-05
Additional Resources
- Poll: Analyst Org. You Trust in Enterprise Software - Traditional & Social
- Poll: Analyst Org. You Trust in Enterprise Software - Traditional & SocialAnalyst PollPaul Greenberg of course !!Big time conflict of interest in modelI am always skeptical when analysts write evaluations on products from firms that they get large fees. In fact, many firms only cover companies that are pushing...
- Discussion threads 2009-05-19
- Recession-Proof Your Service & Support Organization
- With revenue growth uncertain, all areas of the enterprise will be asked to cut costs and streamline operations in 2009. Service and support revenues have become an economic engine for both software and hardware companies. But challenging economic times are forcing companies to streamline their operations...
- White papers 2009-01-01
- 3 Steps to Creating Personalized Customer Support Experiences
- This Service & Support Professionals Association SSPA White Paper reveals strategies for creating personalized customer experiences, including: Establishing reward programs for outstanding relationship skills Implementing a multi-channel personalization focus Adding quality-monitoring software for training and review
- White papers 2008-02-22
- The ITIL Imperative: Accelerate from Strategy to Value in '08
- As ITIL hits the top of many organizations' priority lists in '08, business leaders are anxious to see tangible business value out of their ITIL investments. But practical advice on how to use ITIL to drive near-term business value is often hard to find. Listen to this...
- Webcasts 2008-01-24
- 5 Top Initiatives for Achieving Breakthrough Customer Support
- With customer expectations on the rise and pressure to increase agent productivity a constant challenge, IT support managers should focus their efforts on five key initiatives - efforts that can help support organizations consistently reach - and exceed - their service and revenue goals. To learn five...
- Webcasts 2007-10-18
- How to Calculate the ROI of Remote Support
- Few companies today will approve new support technology purchases without first addressing the projected return on investment ROI. In this new SSPA Executive Insight, VP of research John Ragsdale details the steps necessary for building a business case for remote support. Read this report to learn how to: ...
- White papers 2007-08-27
- Realizing ROI from Remote Support Solutions
- IT supports and consumes large amounts of an organization's resources, which places pressure on the IT department to report quantifiable business gains from investments in new service and support technology. With remote support technology, realizing the benefits is simple, but identifying the most important metrics to focus on when...
- Webcasts 2007-08-16
- The Business of Online Support: Achieving Your Competitive Support Advantage - Two eSupport Technologies That Will Enhance Your Technical Service Offering
- Companies looking to manage their technology service offering with support process efficiencies and customer satisfaction benchmarks are faced with alarming trends and few practical solutions. A recent benchmark study from the Services Support Professional's Association SSPA concluded that the time spent resolving electronic problems accounts for 71 percent of customer...
- White papers 2007-07-01
- Improving Service & Support with Service Resolution Management (SRM)
- With research from the SSPA showing that at least 82% of the cost of delivering support comes from resolving customer issues, Service Resolution Management has become the new buzz in service and support. Previous point technologies such as search engines, scripting tools or simple knowledge bases only...
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