Support Services

Support Services Business Challenges

We know what's trending in support services.

TSIA's detailed analysis of the industry has identified a top set of support services business challenges that we address through our membership program.

Expand to view the top support services business challenges +

Experience Our Research

Get a glimpse into our vault of board-ready data insight and
thought leadership in support services.


The State of Support Services 2018 Webinar

Join us for this annual webinar to see what’s trending in support services and learn how you support organization can be even more successful in 2018.


Top 5 Digital Transformation Trends in Customer Service Webinar

Learn how to harness digital transformation to improve customer experience.


Drive Positive Results with Analytics Usage in Support Webinar

Get findings from TSIA’s Analytics Usage in Support survey and see how support orgs can drive positive results using analytics tools and staff.


How to Identify, Score, and Monitor Your Social Customers Webinar

Learn how to create a strategy to measure social sentiment and identify sphere of influence for customers with TSIA’s new Social Engagement Rating.


TSIA Webinar: The Modern Support Service Organization: Trends, Challenges, and Opportunities Webinar

Learn the top challenges support leaders are facing and find out which topics are hot in the world of support services.


Delivering Proactive Customer Service: Is Your Organization Ready? Webinar

Learn how new strategies, processes, and technology can help your organization shift from reactive to proactive customer service delivery.


Support Services Pulse Session: The State of Support Services 2017 Webinar

Join us to learn what key industry trends are impacting support services in 2017 and the new capabilities needed to drive support transformation.

Research Report

The State of Support Services: 2017 Research Report

Annual report documenting major trends and disruptions in customer success and highlighting the support services research plan for 2017.


Support Services Pulse Session: Achieving Customer Outcomes with Outsourced Support Webinar

Learn best practices and benefits of outsourcing support, as well as common mistakes to avoid.


Support Services Pulse Session: Customer Effort: How to Drive the Experience Your Customers Expect Webinar

See which key customer effort metrics your support organization should be measuring to increase customer loyalty and satisfaction.


Proven Strategies to Retain Top Support Talent and Improve Customer Satisfaction and Loyalty Webinar

Gain insights into the current state of customer experience and why it matters for support services, and key attributes of effective training.


Mobile Engagement Matters. How Can You Stay Ahead? Webinar

In this 30-minute On-Demand webinar, we'll share the latest trends in mobile engagement and how companies can gain a competitive advantage.

Monthly Research in Your Inbox

Meet the Research Expert

Judith Platz, VP Research, Support Services

Judith works closely with member companies to help them streamline their current processes and workforce to operate more efficiently and become more customer-focused.

Learn more about Judith.


Experience Our Community

Join our community of support services leaders.

TSIA Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

Adobe Systems

Jay Shankar
Global Head of Customer Care

Hewlett Packard Enterprise

James "Mac" McAnally
VP, Customer Solution Center, Global Support Delivery


Aileen Allkins
Corporate VP, CSS


Atul Nanda
SVP, Chief Support Officer

TSIA Member Outcomes

Improving first-call resolution rates and increasing CSAT.

See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.