HP Software Support announced that it was recognized as a Certified Support Staff Excellence Center (CSSEC) on October 17 at the Technology Services World Service Transformations conference in Las Vegas. This is the second SSE certification HP Software Support has been awarded within the Americas.

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. SSE, offered by TSIA and delivered by ILS, is a powerful staff development program enabling delivery of a superior customer service experience through the development of the most critical service delivery resource a company has: its people. As a result of their achievements through the SSE program, HP Software Support achieved the "Certified Support Staff Excellence Center” designation.

The TSW conference is the preeminent source of learning and peer networking in the services industry and 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.

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.