First Business Intelligence Provider to Achieve 100 Percent Certification for Its Technical Support Team
-- US- and EMEA-based Technical Support Representatives, supervisors and managers completed "Essentials of Technical Support Communication" in fewer than two months -- Sixty-nine technical support representatives, supervisors, and managers passed their CSP-I Certification: two from APAC, 10 from EMEA, and 57 from the U.S. - based in remote, sales office, or corporate locations -- All technical support managers completed "Making It Happen" supervisory and coaching training, and passed the CSP-S Certification -- Customer satisfaction scores, post-training, are now 90.5 percent"Customer service is everything," said Doug Tina, director of customer support services for Information Builders. "We chose SSPA because we wanted to find a certification program that would help our team deliver world-class customer service. The training gave us a chance to build a common service language, take some time to think about how to treat people, and refresh everyone's service skills to move the organization forward." About the SSPA As the industry's foremost professionals association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum -- from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders such as J.D. Power and Associates and the Wharton School to create programs that benefit the industry. The SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA) and the Association for Services Management International (AFSMI). For more information, visit http://www.thesspa.com. About Impact Learning Systems International Impact Learning Systems International helps companies increase their bottom line by improving the communication skills of their sales and service agents. As industry leaders in understanding and improving the representative/customer interaction, Impact offers training, consulting, and customized services to help the world's most successful companies build top-performing teams. For more information, visit http://www.impactlearning.com. About Information Builders Information Builders award-winning combination of business intelligence and enterprise integration software has been providing innovative solutions to more than 12,000 customers for the past 30 years. WebFOCUS is the world's most widely utilized business intelligence platform. It provides the security, scalability, and flexibility needed at every level of global extended enterprises. Its simplicity helps create executive, analytical, and operational applications that reach dozens to millions of users. Information Builders iWay Software suite provides state-of-the-art, multi-purpose, pre-built integration components that address all SOA, application, data, and information management requirements. Its integration adapters have been adopted by the leading software platform providers. Together, these products give Information Builders customers the ability to live up to the company motto: "Your Business. No Barriers." Information Builders award-winning technology has successfully provided quality software and superior services to more than 12,000 customers, including most of the Fortune 100 and U.S. federal government agencies. Headquartered in New York City with 90 offices worldwide, the company employs 1,450 people and has more than 350 business partners. For more information visit http://www.informationbuilders.com.
Contact Information: Press Contacts Kathleen Moran Information Builders (212) 736-4433 Jennifer Moebius Emerge PR (617) 729-3183