Blogs about: Sspa
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Yes, Support CAN Sell: Lessons from the B2C World
I’m preparing for tomorrow’s webcast with LivePerson, “Live Chat: The Good, The Bad & The Ugly,” and we are going to talk about something we’ve never tackled on an SS… more →
Ragsdale’s Eye on Service
Our New Base Sneak Peek
bmxboycp1 wrote 3 weeks ago: Hey guys. Here is a Sneak Peek of our New Base. The Server is still unknown. Until then…Waddle … more →
Yes, Support CAN Sell: Lessons from the B2C World
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jragsdale wrote 1 month ago: I’m preparing for tomorrow’s webcast with LivePerson, “Live Chat: The Good, The Ba … more →
Fifteen Factors that Affect First Call Resolution (FCR) in Tech Support
Bill Rose wrote 1 month ago: There are three distinct areas that have the greatest impact on customer satisfaction for technology … more →
Everybody asks: How to calculate self-service success?
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jragsdale wrote 2 months ago: I have written a lot about the decline of self-service success, based on SSPA benchmark data, and on … more →
Webinar: Strategies for Developing a Highly Collaborative Support Environment
Brenda Dentinger wrote 2 months ago: This Tuesday, September 15 at 10am Pacific time, we are hosting a webinar with the SSPA on using col … more →
Beware of freeware says the SSPA
Brenda Dentinger wrote 2 months ago: “Beware of freeway” writes John Ragsdale, VP of Technology Research a the SSPA in his re … more →
SSPA Celebrates 20th Anniversary: Twenty ways the SSPA has changed our industry
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Bill Rose wrote 5 months ago: January 2009 represents the twentieth anniversary for the Service and Support Professionals Associat … more →
Announcing the Fall 2009 Recognized Innovator Award Categories
jragsdale wrote 5 months ago: Fall 2009 AFSMI, SSPA, TPSA Recognized Innovator Awards I am happy to announce the categories for th … more →
TSW Day 2 Recap: Technology Spending Trends
jragsdale wrote 6 months ago: Today is the final day of Technology Services World (TSW) Santa Clara. I’m amazed at the huge … more →
SSPA Awards GoToAssist Corporate for Innovation in Collaboration and Infrastructure
Brenda Dentinger wrote 6 months ago: I’m at Technology Services World now in Santa Clara, CA. This morning GoToAssist Corporate won … more →
HP: Monitor External Conversations about Your Products
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jragsdale wrote 6 months ago: Tara Bunch, VP of Global Customer Support Operations, Imaging and Printing Group, HP, gave a keynote … more →
The Importance of First Call Resolution(FCR) in Tech Support
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Bill Rose wrote 6 months ago: As the Founder & VP of Services Research for the Service & Support Professionals Association … more →
Servicing China, Goldmine or Landmine?
Bill Rose wrote 6 months ago: This afternoon at 4:30pm at the SSPA conference in Santa Clara, CA. I will be holding a session to d … more →
The SSPA Conference is a Blast
Bill Rose wrote 6 months ago: Yes, we are at the SSPA conference in Santa Clara, CA with over 500 of our closest friends. It is am … more →
Announcing the Spring 2009 Recognized Innovator Award Winners
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jragsdale wrote 6 months ago: This morning in my keynote address at our Technology Services World (TSW) event in Santa Clara, CA, … more →
TSW Registration Desk Opens: Workshops Underway
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jragsdale wrote 6 months ago: I am onsite at the Santa Clara Convention Center for our Spring Technology Services World (TSW) Conf … more →
Where the rubber meets the road: Putting innovative technology to work
jragsdale wrote 7 months ago: Our Spring 2009 Technology Services World conference is just a week away, beginning Monday, May 4th … more →
Bay Area VC Funding Ignores Service and Support Innovation
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jragsdale wrote 12 months ago: When the Q3 2008 list of Bay Area/Silicon Valley venture capital (VC) funding was published recently … more →
Think Strategic Service Partner, Not Outsourcer
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jragsdale wrote 1 year ago: The SSPA has historically not done a lot of research on outsourcing. This is definitely an area wher … more →
