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Conference Presentation

What Are the Key Competencies, Skills, and Tools Necessary for Support Organizations to Deliver Outcome-Based Support Solutions to Their Customers?

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Today’s support organizations face a new set of challenges as they begin to deliver support specific to customer outcomes. Do support personnel need new skills? What type of individuals should be recruited? What tools and technology can supplement the personnel involved in day-to-day support. Moving from break-fix to proactive, success-based support will be a journey, but one worth taking for today's support organizations. Join us as we share best practices in transforming support organizations to address these challenges. We will share information on how to best structure teams, what new skills need to be introduced to further develop talent for outcome support, and what competencies are necessary to deliver this support. We’ll discuss what technology solutions are being enabled to supplement staff and what processes are critical to achieving true success-focused support.


Presented By:

Michelle Latorre-Illman

Director of Research for Support and Success, TSIA

Publish Date: October 19, 2015

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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