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On Demand Webinar

Better Workforce Management to Optimize Cost and Customer Experience for Support

Support Services typically employs about 8% of company employees and is increasingly responsible for platform-based customer retention and earning the right to expand the relationship by delivering a superior customer experience.

However, a huge challenge we’re seeing for tech companies today is the need to support ever-increasingly complex products in a broader ecosystem and having the right amount of support engineers, with the right skills, at the right time.

So the question is, what can we do to overcome that challenge and set support up for success to ensure they’re able to deliver the experience customers expect? Join us for this webinar to find out!

During this 45-minute session, Vele Galovski, TSIA’s VP, Support and Field Services will be joined by Randy Mysliviec, President and CEO of RTM Consulting, to discuss:

  • Effective methodologies for resourcing support center(s) in a way that optimizes both cost and customer experience.
  • Workforce planning processes to accurately forecast the skill sets required to deliver on future service revenues.
  • Insights on how to optimize customer service and staff utilization through effective forecasting, scheduling, and staff management practices.

 

Presented By:

Vele Galovski

VP, Support and Field Services Research, TSIA

Randy Mysliviec

President and CEO, RTM Consulting

Publish Date: April 6, 2022