TSIA's detailed analysis of the industry has identified a top set of business challenges related to service technology, knowledge management, and social support that we address through our membership program.
How do we measure self-service success, as well as figure the ROI for self-service adoption?
What are the most popular CRM/incident management platforms used by TSIA members?
How are companies using rich media, such as video, to improve knowledge consumption and drive self-service success?
What percent of total customer interactions are received through phone, email, chat, self-service, social support, etc? What technology do companies use to enable multichannel support?
Social media interactions with customers are popular with consumer firms, but how are B2B companies leveraging social media for customer support?
What are industry drivers and emerging trends related to customer self-service?
There are many social media channels, with more emerging all the time. Which channels are the most important for us to adopt in order to better serve customers?
Who are qualified companies that specialize in customer satisfaction/loyalty surveys for technology companies?
Metrics and methodology for calculating the ROI of a Knowledge Management system.
Which TSIA partners offer 'best of breed' real-time collaboration solutions for employees and customers, including chat, desktop sharing and remote control?
What are the top installed professional services automation (PSA) platforms used by TSIA members? What does TSIA recommend?
How are service organizations across disciplines capturing and sharing both tacit and explicit knowledge to improve employee performance?
How are service organizations leveraging mobile tools and applications to boost productivity and improve the customer experience?
How are service organizations leveraging social tools/collaboration platforms to improve knowledge sharing and employee productivity?
Digital Transformation and Its Impact on Technology Firms
Learn about the potential for digital transformation from TSIA’s research executives, member companies, and partner community.
A Practical Guide for Machine Learning Success
Learn how to achieve results quickly while applying machine learning to your support functions.
Where the Rubber Hits the Road: Helping Consultants become Technology Champions
Learn how to empower your consultants to win with technology and have the project delivery you envisioned from day one.
Crawl, Walk, Run: The Stages of Your Support Transformation
Learn step-by-step from start to finish how to build your service transformation map.
Mastering the 5 Rs for High Performance Customer Support
Learn how the 5 R’s-response, recognition, relief, resolution, and renewal can supercharge your customer support and employee experience.
Triple Win: How Culture Can Impact Success Teams, Customers, and the Bottom Line
Learn how to define a “connection-focused” corporate culture that can truly impact employees, customers, and the bottom line.
Aligning Data Across the Digital Customer Journey Experience
Learn how a unified technology platform can uncover customer insights and help achieve better outcomes today.
2019 STAR Awards Instructional Video
This is the “how to” guide for what it takes to effectively participate in this rigorous, peer judged competition that is the TSIA STAR Awards.
Death of Average Handle Time: Your Support Experience Reimagined
Learn how to balance prioritizing the customer experience, becoming comfortable with handle time and gain efficiencies outside of call time.
Top 4 Professional Services Challenges of 2019 and How to Overcome Them
Learn how to deliver a better performance and overcome top challenges facing professional services in 2019.
Beyond the Hype: Customer Support AI and Knowledge That Works
Learn top trends, proven use cases, best practices, and real-world, at-scale success stories for customer support AI.
3 Ways to Improve Call Deflection and Mean Time to Resolution
Learn how unified knowledge, integrated workflows, and machine learning can impact call deflection and mean-time-to-resolution (MTTR).
TSW offers extensive insight and actionable takeaways for those who want to maximize their investments in social and services technology. You’ll find sessions focused on:
John works closely with member companies to deliver research and advisory programs focused on helping them improve their service operations and overall customer experience by leveraging innovative technology.
Learn more about John.
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.