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The Service & Support Professionals Association (SSPA), well known for its leadership in defining and promoting practical solutions, tested methods, and new ideas for service and support, today announced the agenda for its Best Practices 2008 Conference, May 4 – 6 at the Santa Clara Conventions Center. The agenda includes more than 70 sessions covering the essential elements of support. All sessions are presented by SSPA members and service industry leaders.

Breakout Sessions in Nine Essential Tracks
• Embracing Web 2.0
• Knowledge Management
• Talent Management
• Benchmarking and Metrics
• Support Operations
• Consumer Support
• Management Excellence
• Best Practices for Small and Medium Businesses
• Innovative Support Technology
• Click on the track name to view sessions by track or go directly to the detailed agenda page.


Best Practices in Keynote Sessions
An outstanding line-up of keynote speakers includes:
• Denise Rundle, General Manager, Global Consumer Support, Microsoft, shares how Microsoft supports hundreds of consumer products and millions of customers while keeping corporate accountants happy at the same time.
• Andreas Graesser, Vice President, Active Global Support, SAP America discusses proven techniques for using the Run SAP methodology to manage solution operations end-to-end and lower total cost of operations.
• Mary Cay Kosten, Senior Vice President, Global Customer Service, Sun Microsystems provides insight into the journey Sun undertook to achieve the J.D. Power and Associates Certified Technology Service and Support (CTSS) and Excellence in Service Operations certification from the SSPA and what they learned along the way.
• John Ragsdale, VP Research, SSPA talks about member technology spending trends for 2008 and what application areas are seeing the highest levels of interest and adoption.
• Eric Chester, Founder & President, Generation Why gives you an in-depth look at Generation Y and outlines specific strategies for working with this emerging workforce, giving you a decided advantage over your competitors.

For more information and to register online visit www.thesspa.com/santaclara or call 858.674.5491.