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Our Support Services research practice is dedicated to getting you the most up-to-date data on the industry and helping you implement best practices today.
If you have a question on collaborative swarming you’d like us to cover, or another question on how to get to your business outcome, reach out today!
December 21, 2021
Sara Johnson is the director of support services research for TSIA. In this role, she provides membership and advisory designed to help member companies optimize their Customer Support organizations (including help desks, call center, technical support and omni-channel experiences) to achieve and deliver desired customer and organizational outcomes.
Sara has over 20+ years of experience in various leadership roles within the ERP software industry focusing on building world class, global customer support organizations.
Francoise Tourniaire started using collaborative swarming in 1995, before the word was coined. Since then, she founded FT Works, a consultancy firm that helps technology companies create and improve their customer success and support operations. She is the author of The Art of Support and three other books about managing support organizations and a frequent blogger and conference presenter. FT Works is a TSIA Consulting Alliance Partner.
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