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There's no standard way for tech support leaders to report on what they measure. Even worse, we often measure too much sometimes things that aren't even relevant. Most organizations rely on metrics that were developed and perfected for phone-based call centers from the last century. Times have changed, so why haven't our metrics? This session will introduce you to a powerful framework that will forever change how you think about metrics: the first open standard for customer support leaders.
VP Research, Support Services, TSIA
SVP, Customer Support, ServiceNow
Publish Date: October 24, 2017
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
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.