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.

Research Report

TSIA Support Services Benchmarking

This report explains the critical role the TSIA Support Services Benchmark process can play in driving organizational transformation.

Research Report

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.

Research Report

The State of Support Services: 2018

Annual report documenting major trends and disruptions in support services and highlighting the support services research plan for 2018.

Attend a TSW Conference

TSW offers extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:

How digital transformation is creating the necessity for increased focus on front-line teams
Cross-business unit success: How Support organizations are crossing the business lines
Women in Support Services: What programs have been put in place to highlight, support, and advance women working in Support Services?

Learn More

Experience Our Community

Join our community of support services leaders.

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Meet Our Support Services Research Expert

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.