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?
Building an Employee Loyalty Program: Why It Matters Webinar
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 Webinar
Discover how departments can collaborate and gain a unified view of the customer journey.
Leveraging AI to Automate Support Webinar
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? Webinar
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 Webinar
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 Webinar
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.
The State of Support Services: 2018 Research Report
Annual report documenting major trends and disruptions in support services and highlighting the support services research plan for 2018.
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.
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.