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As the TSIA Interact conference draws near, the TSIA Support Services Research Team has been busy preparing the Support Services Interact agenda to provide you with relevant and important topics that have surfaced as the top business challenges across TSIA Support Services membership. TSIA Interact will provide an immersive virtual learning experience that will enable you to better respond to today’s technology and services challenges.
In the Support Services research practice at TSIA, we continue to see three top trends that members report as challenges:
The Interact Support Services track kicks off with the Support Services Power Hour with Vele Galovski, vice president, support and field services at TSIA. Vele will clearly outline the complexities and alignment of the support services charter and will describe the predominant business models that have surfaced.
By attending Vele’s Power Hour session, you will better understand the significant differences in each of the business models and how to align across the organization to drive the most effective support services business outcomes.
New to TSIA Interact this year are Business Challenge Accelerator Sessions. These are working sessions with attendees broken into smaller teams to brainstorm capabilities in the areas of practices, technology, metrics, and skills that companies will need to successfully overcome key business challenges.
The first Business Challenge Accelerator Session, Well It’s About Time….to Improve Self-Service CSAT, will be led by Dave Baca, director, support services research at TSIA.
Dave will facilitate a collaborative session exploring why self-service CSAT continues to decline even though it is the customers’ preference and it can generate significant business and operational gains for support services organizations. This Business Challenge Accelerator Session will bring industry leaders and practitioners together to identify solutions that will help our industry make self-service the shining star of all support channels.
The second Business Challenge Accelerator Session, Support Organizational Structures: Collaboration in the Knowledge Era, will be led by Sara Johnson, director, support services research at TSIA.
Sara will facilitate the brainstorming session on the capabilities required to accelerate the support services transformation from tiered to collaborative while improving customer and employee satisfaction. This Business Challenge Accelerator Session will bring industry leaders together in a collaborative session to identify practices, technology, metrics, and skills for a more efficient service delivery model.
It has been a year of innovation fueled by a worldwide pandemic. You will hear from some of the Star Awards winners and finalists on how their company’s innovation earned the deserved recognition in each category. These interactive sessions will provide insights on how to drive innovation in your own company. Sessions include:
Finally, in the Live Interactive Subject Matter Expert sessions, you will hear from TSIA members on how they overcame specific business challenges. You will be able to interact, ask questions, and get beneficial tips your company can use today.
Be sure to register today for our upcoming TSIA Interact virtual conference. TSIA members and attendees will be sharing additional data, real-world best practices, and pitfalls to avoid in our Support Services track.
Post Date: October 13, 2020
A free forum to navigate business challenges with your peers
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.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.