TSIA's detailed analysis of the industry has identified a top set of support services business challenges that we address through our membership program.
We would like to compare our current technology infrastructure with what other TSIA members are doing. What are the most popular tools, and what does TSIA recommend?
What metrics and methods are companies using to track customer satisfaction?
How can we implement technologies/tools/features that proactively notify customers about issues and prevent problems from happening in the first place?
What are the key metrics that support service organizations should monitor?
What are best practices for managing a knowledge base?
How are companies structuring base and variable compensation for Support Services staff?
What are best practices in supporting SaaS offerings?
What are the types of programs companies put in place to develop skills in their SS staff?
What are emerging best practices revolving around social initiatives?
What percentage of support incidents originate through which channels (phone, email, chat, the company web site, etc.)?
What are examples of dashboards companies create to provide "one stop shopping" for an instant overview of the health of the support organization?
How do companies approach L1, L2, and L3 support and what does the average model look like?
What are industry drivers and emerging trends related to customer self-service?
The State of Support Services 2018
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
Learn how to harness digital transformation to improve customer experience.
Drive Positive Results with Analytics Usage in Support
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
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
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?
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
Join us to learn what key industry trends are impacting support services in 2017 and the new capabilities needed to drive support transformation.
The State of Support Services: 2017
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
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
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
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?
In this 30-minute On-Demand webinar, we'll share the latest trends in mobile engagement and how companies can gain a competitive advantage.
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.
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
Global Head of Customer Care
James "Mac" McAnally
VP, Customer Solution Center, Global Support Delivery
Corporate VP, CSS
SVP, Chief Support Officer
See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.
The Technology Services Industry Association (TSIA) is dedicated to helping 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.