12-08-2012 10:52 AM
TSIA & Impact Learning Systems Extend Recognition to HP Software Global Support Delivery for Achieving Support Staff Excellence Center Certification Worldwide
HP Software Global Support Delivery was recognized as a worldwide Certified Support Staff Excellence Center (CSSEC) at the Technology Services World Service Transformations conference in Las Vegas.
The TSW conference is the preeminent source of learning and peer networking in the services industry. It is hosted by TSIA, the leading association for today’s technology services organizations. ILS is a provider of industry-accredited customer communications training for front-line technical support and field service professionals. Companies typically initiate the SSE program to achieve a change in a particular business metric such as customer satisfaction or first-time resolution.
The Technology Services Industry Association (TSIA) and Impact Learning Systems (ILS) have collaborated to offer this formal recognition for companies that achieve certification in the Support Staff Excellence (SSE) program. Support Staff Excellence, offered by TSIA and delivered by ILS, is a staff development program. The program delivers a superior customer service experience through the development of the most critical service delivery resource a company has: its people.
As a result of its achievements through the SSE program, HP Software Global Support Delivery achieved the “Certified Support Staff Excellence Center” designation in all of its support centers worldwide.
SSE is based on a series of training programs for entry-level technical support and field service staff as well as supervisors and managers. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores. More information: www.tsia.com/awards_and_certifications/support_sta