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Since the early days of the industry, most Support organizations have existed in the traditional tiered or escalation model of support. This model has led to significant customer, employee and business frustration. Support organizations in the traditional tiered model often struggle with the impact of lost customers, low customer satisfaction, increased employee attrition and decreasing customer loyalty numbers. These support organizations find that high amounts of time and money are being spent on training new employees, tools, and employee replacement due to attrition. Join this industry panel discussion to hear what the shift to Collaborative Support/Swarming has done for their companies. We will share metrics, best practices, and tips and tricks to enable you to return to the office and shift your Support culture to one of true collaboration. Audience Q&A will occur, so please come prepared with your questions.
VP, Support Services Research, TSIA
Publish Date: October 17, 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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