- Focus Areas
- Strategic Services
Support Staff Excellence (SSE) is a powerful staff development program designed to enable the delivery of a superior customer support experience by developing your most critical service delivery resource: your people. TSIA partners with customer support training authority Miller Heiman Group to provide online or in-class training and corresponding certification tests.
Training and certification programs span customer success, technical support, and field service for staff as well as supervisors and managers. TSIA research has proven that strong employee development programs are a key driver in achieving:
SSE training courses offer rapid skills acquisition and accelerated time to TSIA certification. Participants who successfully complete a program become a Certified Support Professional (CSP) and receive a certificate signed by TSIA Executive Director, Thomas Lah. TSIA membership is not required to participate in the individual certification program.
Each of the following courses are new for 2017, consist of several modules, and include a corresponding online certification test.
This program is designed with an end-to-end view of the customer experience. All service and support staff and management will benefit from sessions, workshops, and tools that will vastly improve interactions with both internal and external customers. The Service ReadyTM program provides the framework and techniques to develop skills that make every interaction a high-value experience for the customer. Participants will achieve TSIA (Service Ready) certification while learning to navigate tough situations and personalize the experience along every step of the customer’s journey.
This program is designed for professional technical support representatives who are candidates for TSIA’s CSP certification. Service Ready for Technical Support™ teaches your employees technical support communication skills and helps participants connect with customers in highly productive and efficient ways, resulting in positive defining moments as well as the reduction of average handle time and increasing first-call resolution rates.
This program is designed for professional field service representatives who are candidates for TSIA’s CSP certification. Developed especially for technology-based industries, Service Ready for Field Service™ teaches your employees the field service communication skills they need and helps participants connect with customers in highly productive and efficient ways, resulting in positive defining moments as well as improving operational issues like fix rates and adherence to service level agreements.
This course is designed to improve the troubleshooting abilities of technicians at all levels of a support organization who are candidates for TSIA’s CSP certification. Diagnostic Troubleshooting to be Service Ready™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process. They are introduced to common troubleshooting techniques and ways to work with key stakeholders during the resolution process in order to reduce time to resolution and the associated costs.
This course is designed for call center and help-desk managers, supervisors, and team leads who are candidates for TSIA’s CSP certification. Coaching to be Service Ready™ teaches front-line leaders to construct a customer-focused culture with appropriate standards for performance. They will be ready to use the skills and communication approaches established in all of the Service Ready™ coursework to coach employees to higher levels of success.
TSIA member companies that successfully complete the Support Staff Excellence (SSE) program at an organizational level will be eligible for the designation Certified Support Staff Excellence Center (CSSEC). The term of the certification will be for one year from the date of completion, renewable in one-year increments. Member companies can achieve the designation at the level of a single call center, business unit, or geography, or at a corporate-wide level. The designation will apply only to that portion of the member company that has successfully completed the SSE program, in accordance with the criteria outlined below.
Certified Support Staff Excellence Centers will be conferred the following upon receipt of their initial designation:
In addition, Certified Centers who maintain their standing in second and subsequent years will receive a special certificate.
Support Staff Excellence uses your chosen performance metrics to ensure that your staff internalizes the key elements of the training program and can improve their interactions with your customers on a sustained level.