Events

Collective Wisdom

Francoise Tourniaire and David Kay announce the launch of their new book, Collective Wisdom - Transforming Support with Knowledge.    Collective Wisdom provides IT service and support professionals with a comprehensive overview to the role of knowledge management in the support environment.

 

Press Release…             More Info...                Buy the Book....

News

New Whitepapers - A discussion of best practices for remote support: Virtual Support Networks; Best Practices in Remote Support; and, Remote Support Helpdesk.

 

Discover opportunities for cost savings; increase customer delight and eliminate dissatisfaction with remote support; understand the next imperative for strategic technology providers; and evaluate technology for real-time problem resolution.  It’s all in ‘The Business Case for Real Time Resolution’

Industry

Resources

DB Kay is included in SSPA’s newly created online Buyer's Guide.  A great online tool offering contacts and information about products or services within our industry.

 

Show...Don't Tell: 5 Best Practices For Remote Support

Recorded webinar presentation
Learn about:

· When to use remote support technology--and when not to

· The business results remote support leaders are creating

· How your customers can be your partners in implementing remote support

· Technology requirements for remote support

 

 

Web Article -  Business’s global reach makes a compelling case for remote access.  Learn how many companies are turning to remote access solutions granting employees entry to networks, applications and devices no matter where they happen to be in the world  (login or registration required)

 

Webinar - CRM magazine Web Seminar

Industry best practices: Knowledge-centered support

 

SSPA publishes DB Kay advice on Writing Effective RFPs, Delivering World-Class Self-Service, and Picking the Right KM Model

 

Access HDI Presentations (membership login required)

· Knowledge-Centered Support: Best Practices for

Knowledge Management;

· Self Service Effectiveness: It’s All About the Users

· Getting Started with Peer Support Communities  

News and Events

Strategic Consulting for

Next-Generation Customer SupportSM