Just got back from the Santa Clara SSPA conference. Met with clients and also stopped by Adobe’s CIO at their HQ in San Jose as  part of the ‘meet and greet’ for the MITCIO Symposium, which I am helping to organize. For those of you keeping score at home, that is two trips to the west coast in a week.

Unfortunately I didn’t get to see too much of the conference itself, but sat in on two interesting presentations. One was presented by Dheeraj Prasad, a friend and colleague from Microsoft India who talked about ‘talent development’ in India, and the unique challenges with hiring and keeping technical support talent in India. The other was by Geetha Panda, the worldwide head of service delivery excellence for HP, whose six sigma based approach to escalations helped turn HP’s Bangalore center from a ‘at risk’ category to one of their highest rated centers of excellence.

Posted in: Conferences, Technical Support