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?
Introducing a Framework for Change in 2020
Learn how to move your company forward by introducing change gradually and effectively.
Chatbot B2B Case Study: Reduce Call Volume, Improve Customer Experience
Learn the keys to advancing your B2B customer experience through chatbot ingenuity.
Transform Business Performance with Effective Resource Planning
How to increase your overall business performance by transitioning from revenue to resource forecasting.
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The State of Knowledge Management: 2019
Results from TSIA's 7th annual Knoweldge Management Survey, covering knowledge management and self-services for support.
5 Critical Steps for Outcomes-First Customer Service
Learn how to deliver successful outcomes for your company while keeping your customers at the heart of what you do.
Cognitive Search for Better Self-Service: 10 Secrets No Vendor Will Tell You
Join us to learn best practices on how to drive smarter self-service with cognitive search and leverage it for intelligent support.
Managing Complex Projects for Maximum Profits
Join us to learn best practices on how to drive customer satisfaction and revenue while focusing on project delivery and resource management.
The Secrets of Successful Support Communities
Learn the secrets of creating, integrating, and growing a successful support community for your company.
How to Meet Customer Expectations through CX Transformation
Redefine your customer journey by creating a culture of customer success while incorporating technology to achieve long term customer loyalty.
From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture
How to shift your support team’s culture, with the help of your support tools, into a knowledge-sharing centric universe that will benefit all.
AI for Agents: Creating Empowered and Efficient Support Teams
Learn how to not only flip the current AI narrative, but also how to increase employee satisfaction, which lead to remarkable customer experiences.
Building the Digital Infrastructure for Support
This report provides insight into the various components of the digital infrastructure for support.
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 technology and 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.