Providing Support and Service on the Internet
To register phone 650 323-6509 or send email to register@chalkinstitute.org indicating preferred payment method: Purchase Order, Check or PayPal. If PayPal is selected, you can pay with any credit card and do not need a PayPal account. Please include your full name and telephone number.
8AM-5PM, Tuesday August 8, 2006 in Mountain View, California, $495. ASP members pay only $350.
Leverage your training dollars: each workshop includes a Train-the-Trainer session
for a one-hour summary class you can teach in your own company.
Association of Support Professionals members pay only $350;
include code from ASP Members Only page when registering
What you will learn:
o The financial and customer satisfaction differences among site visits, phone-based support, e-mail and web-based support
o Where web-based support fits in industries such as instrumentation, telecommunications, computers, software and consumer products
o How to discover the web services your customers want and need
o How to combine outstanding service and support with superior web design
o How to track customer behavior and success
o Options for allowing customers to personalize your support site
o Which server hardware and operating systems work best for web-based support
o How to interface your service management or CRM system to your support web site
o Whether performance monitoring systems and services are required by your organization
o How to design, build, maintain, and profit from self-service knowledge and advisory systems
o Risks and rewards of on-line customer forums
o Using Web Services and Services Oriented Architecture in designing web-based support.
o Comparison of Sun J2EE and Microsoft .net; comparison of Ajax, Dreamweaver, PageMaker, PHP, and database tools.
This workshop has attracted participants from these companies:
o Abbott Laboratories
o Agilent
o Applied Materials
o Aspect Software
o ComforTech Consulting
o ESRI Environmental
o Extreme Networks
o FileMaker Inc.
o Hewlett-Packard
o Lockheed Martin
o Macrovision
o Mercury Interactive
o Nokia
o Oracle
o Varian
o Verity
Who should attend?
o Service/support executives, managers, supervisors and fast-track engineers
o Service marketing and sales executives looking for new profitable services and higher margins
o IT professionals and webmasters who provide infrastructure for service and support
The text book
The Year's Ten Best Web Support Sites published by the Association of Support Professionals
Instructor Jacky Hood
o CEO of FieldDay Solutions, Inc.
o Originator of a Technical Support Management curriculum
o Instructor for Strategic Planning, Web-Based Technical Support, Support’s Role in New Product Development, and Leveraging Sarbanes-Oxley Compliance for Strategic Advantage
o Evaluator of eSupport for Cisco Systems, Cognos, Microsoft Great Plains, Slam Dunk Networks and 17 other companies
o Award-winning author
o Consultant to industry leaders including Apple, HP, Lawrence Livermore, Pitney Bowes, Stanford University, and Sun.
o Served as Product Support Manager for ROLM/IBM and Engineering Manager for TRW Vidar.
o BSEE with Distinction, University of Nebraska
o Masters in Systems Engineering, Carleton University
