Welcome to the inaugural edition of Technology Services Research Quarterly (TSRQ)—ground-breaking services research delivered straight to your fingertips. Real-world facts and best practices in the areas of service and support that affect your business most. SSPA Research: Helping you separate fact from fiction.
Servicing the SMB Marketplace:
Discovering Goldmines and Landmines
Servicing the small to midsize business (SMB) market is a hot topic. But what gives with SMBs—what's the big deal with the market? Why is there a gold rush to acquire small and medium customers? And most important, what are the challenges in supporting them? Members, click here for the full report. Not a member? Click here.
Preparing for the Future:
Building a Support Succession Plan That Works
Running a technical support business is all about taking action and getting things done. We tend to focus primarily on support budgets and technology acquisitions. However, there is one business initiative that—if done right—will have significant payoffs for your organization: succession planning. Members, click here for the full report. Not a member? Click here.
2008 SSPA Member Technology Survey:
Adoption, Satisfaction, and Planned Spending across 24 Functional Areas of Support Technology
Tracking budgets for new technology? Wondering where companies are spending their technology dollars and, more important, how happy they are with their purchases? Learn the results of SSPA's second annual member survey of service and support technology. Members, click here for the full report. Not a member? Click here.
Asking Applicants the Right Questions:
SSPA Members Share Best Practices for Support Rep Interviews
If you're interviewing for a qualified technical support rep, you need to know what to ask. Strong skills plus a good attitude equals an ideal candidate. So what are the "best practice" behavioral questions to touch base on? This report will help you accurately assess your applicant's potential. Members, click here for the full report. Not a member? Click here.
Exempt Status for TSEs: Navigating FLSA:
Organizations Move to Reclassify Support Techs as Non-Exempt
Exempt or non-exempt: It makes a big difference in the area of overtime pay. Though the U.S. Fair Labor Standards Act (FLSA) provides an exemption for technology workers, technical support roles are not eligible. This report sheds some light on the complex issue of FLSA compliance. Members, click here for the full report. Not a member? Click here.
SSPA Research Product Comparison:
Remote Support Platform
As we strive to resolve customer issues, remote support is becoming increasingly important. Leading providers of today's remote support weighed in: Key differences remain in the breadth of suite, supported platforms, and deployed models. So how can you put your support team in the driver's seat? Members, click here for the full report. Not a member? Click here.
The ROI Revival:
SaaS Company Takes Value Measurement to the Next Level
By uniting its SaaS application with value-driven services, one small but high-growth provider is breaking traditional support precedents—moving beyond customer satisfaction and focusing on the capability to deliver positive financial outcomes for their customers. How are they doing it? Members, click here for the full report. Not a member? Click here.