In conjunction with our Spring conference, Technology Services World (TSW), to be held here in Silicon Valley May 4-6, we are launching a new individual certification program, the SSPA Certified Support Leader Professional Development Course. The program is targeting front line supervisors and new support managers, particularly those designated as ‘Top Talent,’ who want [...]
Archive for February, 2009
New for Spring 2009: SSPA Certified Support Leader
February 27, 2009Why 2009 is a good year for Work Force Optimization
February 26, 2009There are not a lot of areas within service and support technology expecting growth this year, but there are a few. I had a chat yesterday with Chris Musico at CRM Magazine who wanted to know if I agreed that Work Force Optimization (WFO) was one of the few growth areas for service and [...]
What’s Hot in Consumer Tech Support; And Why It Is Bad for Your Brand
February 10, 2009I have been amazed by the growth of 3rd party providers of support for home office and SMB, such as Support.com, Plumchoice and SupportSpace. These companies target consumers with a message that is music to their ears: we’ll fix your problem, no matter what it is. It doesn’t matter if it is [...]
And the Phone Keeps Ringing: Update on Incidents by Channel
February 6, 2009I’ve had a couple of inquiries this week about incident volumes and channel distribution and thought I would share some updated benchmark metrics with you. The general assumption has always been that as self-service and e-channels became more popular, phone calls would drop. Well, phone volume wouldn’t actually drop, but the percentage of [...]
