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  • Microsoft Consumer Support Best Practices Shared at Service and Support Professionals Association Conference

    (EMAILWIRE.COM, May 07, 2008 ) SAN DIEGO, May 7, 2008 – The Service and Support Professionals Association (SSPA) Best Practices 2008, Essential Elements of Support conference featured a keynote presentation from Denise Rundle, general manager, global consumer support, for Microsoft. “Moving from Break/Fix to Breakthrough Customer Success” highlighted real-life examples of the requirements in consumer support. Microsoft shared details of ramping up support for events such as product launches (like Halo3 and Vista) and for holiday spikes each year. Rundle also discussed Microsoft’s vision for the future of consumer support.

    “Microsoft’s approach to consumer support must be comprehensive, inclusionary, and scalable,” stated Rundle. “To effectively meet the needs of our customers, we employ progressive staffing, automation, global processes, product feedback mechanisms, accurate call forecasting, real-time monitoring, and load-balancing techniques. All these factors must be best in class to service the large numbers of daily service calls we receive as well as the spikes in service demands that occur with new products or the holiday season.”

    “Consumer support is really leading the way in many technical support arenas,” Stephen Smith, executive director of SSPA, commented. “Microsoft’s unique position in the industry requires that they team with other leading manufacturers to ensure a positive consumer experience.”

    To explore today’s changing consumer support needs, SSPA recently announced the implementation of a Consumer Roundtable composed of leading technology companies in that market. The roundtable provides a forum for the discussion of key best practices that benefit all consumer product companies.

    The Best Practices 2008, Essential Elements of Support conference blog will feature Rundle’s keynote along with other key presentations and conference events.

    The next SSPA conference is Services Leadership 2008, Winning Service Strategies in a Shifting Global Economy, to be held in Las Vegas, October 20 – 22.

    About Microsoft
    Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services, and solutions that help people and businesses realize their full potential.

    About SSPA
    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—from established companies with successful track records to pioneering newcomers with out-of-the-box ideas. Visit

    Diane Brundage
    (408) 354-7136 x212


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