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Conference Presentation

Beyond Response Time and SLA Compliance: Building the Foundation for Adoption

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Customer demands for better business outcomes have never been greater. Resolve time means more to our customers than response time. Doing what you said you were going to do, i.e., achieving high SLA compliance is getting tougher. In fact, it's getting so tough that the creation and adoption of value-added services seems out of reach given these new challenges. Before you can think about delivering business outcomes you need to enable a continuously improving customer service capability. In this highly interactive panel session, Vele Galovski, VP of Field Services Research for TSIA, and Randy Mysliviec, President of RTM Consulting, share insights on trends and best practices for outcomes focused service delivery followed by a panel discussion with Field Services leaders from TSIA member companies. 

This session will lead with the latest research from TSIA, where we'll discuss and share trends and best practices in how Field Services teams are leading this shift to more outcomes focused service delivery. You will then learn ideas on how to measure and govern your Field Service function during this transition from activities to business outcomes. Finally, you'll discover how to achieve higher service levels focused on delivering business outcomes through the acquisition of new field services capabilities.

Presented By:

Vele Galovski

VP, Field Services Research, TSIA

Randy Mysliviec

President and CEO, RTM Consulting

Michael Massey

Director, Imaging Field Service, Diebold Nixdorf

Publish Date: May 8, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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