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?
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).
How to Improve Customer Success with Customer Training
Develop customer training programs that deliver a customized learning experience that fosters engagement and product adoption.
Building Your Self-Service Journey Map
Learn how to build a self-service journey map that outlines every touchpoint of the support journey and the experience it should deliver.
Growing Services Revenue in a Fixed-Fee World
Explore how process efficiencies and automation to meet growing revenue targets.
Which Field Service Contractor Management Model Is Right for You?
Understand the growing adoption of outsourcing by TSIA Field Services members and the primary drivers for these initiatives.
2018 Customer Engagement Trends and What to Expect for 2019
Discover customer engagement trends and uncover what matters most to businesses and consumers as we move into 2019.
The Key to Employee Retention in the Age of Services
Learn how your PSA solution can help improve employee retention (beyond your services business).
View Members-Only Content Summary
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The State of Knowledge Management: 2018
Results from TSIA’s 6th annual knowledge management survey.
5 Ways to Achieve Operational Excellence in Customer Service
Join a panel of experts who will discuss operational excellence and provide recommendations on how to increase the value of support services.
Service and Support Metrics That Matter
Join this forward-looking session that will highlight the critical metrics support leaders should be focused on.
Make Support Personal: Inject Relevance into Every Interaction
Discover how to inject relevance into your support experiences at every customer interaction.
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.