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Topic:  The Expert Solution: Support and the Beauty Salon Meme

With Sallee Peterson, VP, Service at SupportSpace

In-house vs. outsourcing is a common staffing dilemma for support organizations of all sizes, and neither solution works that well when it comes to matching supply on demand. What if there was another option, based  on a flexible workforce that nicely adapts to customer demands while providing high-quality service around the clock, and if needed in multiple languages? Sallee will describe how SupportSpace is leveraging a vast reservoir of home-based experts that are trained and certified to respond to customer issues of all kinds. She will share the challenges and rewards of working with a completely dispersed workforce, and how managers can deliver great service under this emerging model.

Sallee has more than 25 years of experience in service, customer support and operations functions within the High Tech Industry. Before joining SupportSpace, Sallee was SVP of Global Services and Support at VeriSign, where she managed Professional Services, Network Security Operations, and Customer and Technical Support Call Center Operations.

Like all Third Tuesday presentations, Sallee's will be PowerPoint-free and interactive. Come with your questions and your experiences to share!

The Third Tuesday Forum offers regular roundtables for support executives in the San Francisco area to discuss the topics we embrace and wrestle with every day.  Join us for PowerPoint-free, sales pitch-free discussions on everything from services marketing to escalation management to knowledge management strategies.

Attendance is limited to ensure lively conversations. There is no membership fee: just register for the meeting and contribute $40 to fund the breakfast and room fees.