This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

Increasing Diversity in the Support Center to Improve Critical Support KPIs

This report is for Support Services members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

The events of the past 18 months have solidified just how important diversity, equity, and inclusion are in the support center. But it doesn't just improve the employee experience and retention, it also improves the customer experience. Why? Because customers want to be understood. And having an agent workforce made up of diverse experiences, cultures and mindsets, allows them to empathize with customers on an entirely new level. Join Marlene Summers, VP of Global Support at Salesforce, as she discusses why DEI in the support center is critical to customer success, how service leaders can create a culture of inclusivity, and how to take a top-down approach to diversity that is genuine and thoughtful.

Presented By:

Marlene Summers

VP, Technical Support, Salesforce

Publish Date: May 27, 2022

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

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.