SSPA News, May 2008

Description

For the Spring 2008 Recognized Innovator Awards, SSPA Research selected three categories that embodied the SSPA Best Practices 2008 Conference theme of “Essential Elements of Support.” Usability is at the root of many technology project successes and failures: If an application is not simple and intuitive, employees and customers will never adopt at the desired levels. Technology to enable voice-of-the-customer initiatives streamlines the capture of customer feedback as well as delivering actionable customer intelligence. Root cause analysis should be a core part of every technical support operation, making sure you aren’t treating just the symptoms of a larger issue. Companies should stay abreast of innovations to customer support products and services and integrate these new approaches into their technology roadmap.

Five SSPA Partners Recognized for Innovation

Identifying the Essential Elements of Support requires a deep of understanding of best practices to identify the core enablers of customer success. The SSPA’s Spring 2008 Recognized Innovator Awards address these key member business problems:

How do we eliminate roadblocks to adoption of support technology by both employees and customers in order to achieve the largest and fastest return on investment?

How so we capture customer feedback and analyze all customer points to identify current and future customer requirements and trends?

How can we more quickly and easily identify the underlying problems impacting customers to speed resolution and reduce incident volumes?

SSPA Research is looking to innovation as a solution, and the SSPA Recognized Innovator program identifies key technology from SSPA partners that will help you reach your goal of value-added support. For the Spring 2008 awards, the categories were:

Innovation in Usability. One of the primary reasons new technology implementations fail to achieve the desired return on investment is lack of employee and/or customer adoption, and application usability is key to high user adoption. As ...

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