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The Service & Support Professionals Association (SSPA) is pleased to announce the Workshops for our Best Practices Conference. Attend one of these powerful pre-conference sessions Sunday, May 4th at the Santa Clara Convention Center to make immediate and significant improvements in one of five essential elements of support.

Reengineering Customer Support: A Step by Step Methodology to Achieve Quantum Leap Improvement Dave Brown, President, Support Center University

Learn how to:
- Improve operations while maintaining current business and customer satisfaction standards
- Understand which staffing formulas are needed to reengineer support operations
- Use a phased approach to evolve out of existing support processes and implement dramatic improvements in customer support
Web 2.0: Key Elements for Success
John Ragsdale, VP of Research, SSPA
Jay Friedman co-founder and COO, SonicSwap

Learn how to:
- Optimize for Web self-service, leveraging Web 2.0 to cut costs, increase customer satisfaction, and improve customer loyalty
- Fully understand the technology layer enabling Web 2.0, including Web Services/SOAP, Web Services APIs, Open Source, and OnDemand/SaaS
- Successfully apply the functional elements of Web 2.0, including online communities, forums, blogs, Wikis, and mashups

Critical Tools for Generating Incremental Service Revenue Today Sid Saleh, Founder and Publisher, ServicesRevenue™

Learn how to:
- Deliver incremental revenue with greater predictability
- Reduce needlessly long sales and negotiation cycles, and discover tools to help sales-averse service reps sell naturally
- Develop new services with greater speed, efficiency and accuracy

Understand Your Customers: Best Practices for Measuring Service Success Frederick C. Van Bennekom, Dr.B.A., Principal, Great Brook

Learn how to:
-Understand the Balanced Scorecard approach to organizational measurement
-Measure the effectiveness of a service operation and the role of individuals in services management
-Know the trade-offs involved in critical decisions in a survey project

Breakthrough Knowledge Management
David Kay, DB Kay & Associates

Learn how to:
-Increase capacity using your team's collective knowledge, and maintain this knowledge without costly review queues
-Staff and manage a knowledge management initiative while using the right metrics to drive performance
- Overcome cultural barriers to knowledge sharing and understand how to enable knowledge management with technology

Learn More and Register Today
Visit the SSPA Best Practices Conference website, www.thesspa.com/santaclara, for Workshops details. To attend one of these phenomenal Workshops, select Conference with a Workshop when registering.