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?
Elevating CX with Cloud-Based Remote Support: Dell's IT Transformation
Join TSIA, Dell, and ScreenMeet to see how Dell Digital transformed to deliver an elevated customer experience with enterprise remote support.
TSIA Support Services Benchmarking
This report explains the critical role the TSIA Support Services Benchmark process can play in driving organizational transformation.
The State of Support Services: 2019
This paper identifies major trends in support services, and discuss key service capabilities needed within support services organizations.
IS 2019 THE YEAR OF THE HUMAN?
Join us for an in-depth look at the difference between intelligence and cognition, and what this means for the future of human customer support.
The ROI of Building a Powerful Employee Culture
Join us for this 3-hour virtual summit as we discuss how to drive the notion that every employee is critical to owning the success of the customer.
The State of Support Services 2019
Learn which support services trends are driving growth and transformation this year and find out which capabilities will be necessary for success.
Building an Employee Loyalty Program: Why It Matters
Join us to learn tips and techniques to keep support employees highly engaged and invested in their support career.
The Building Blocks of a Unified Customer Experience
Discover how departments can collaborate and gain a unified view of the customer journey.
Leveraging AI to Automate Support
How is AI going to change technical support? Are chat bots going to replace employees? Join us to get answers to these questions and more.
Measuring Your Support Organization: How Do You Compare?
Join us for support metric trends and data from TSIA’s Support Services Benchmark Survey and find out how you compare to your industry peers.
Virtual Summit: Measuring and Improving Self-Service Success and Deflection
Join TSIA and our partners for this free interactive virtual summit as we share key practices and metrics for measuring success and deflection.
Building a Foundation for Transformative Self-Service
Learn the vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business.
TSW offers extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:
Judith Platz is TSIA’s vice president of support services research. She 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.
Lloyd Howlett Vice President, Support & Customer Operations
Jim Roth SVP, Services IT
Patricia Lughezzani VP, Customer Support
Aileen Allkins Corporate VP, CSS
See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.