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For many years running, TSIA has led the industry with its ongoing research in identifying best practices that enable knowledge management (KM) to develop, grow, and thrive across the entire enterprise. And a natural outcropping of the KM program is a self-service program that delivers an efficient and effective customer experience.
In parallel with TSIA’s KM research, TSIA’s Support Services benchmarking has collected many different practices and results/metrics that reflect how self-service solutions have been performing within our member companies. This same benchmark data has also identified how key self-service performance measurement methods have resulted in wide performance variances across the industry.
But, TSIA has not yet published best practice recommendations to help better align self-service performance throughout the industry – until now!
In this 45-minute webinar, Dave Baca and Sara Johnson, both Directors within TSIA’s Support Services Research practice, will discuss recommended KM practices and self-service success and deflection measurement methods that will deliver an exceptional self-service customer experience.
Key takeaways will include:
It is finally time to align the industry on the self-service success and deflection methods that impact customer experience the most. So, if you are looking to shore up your KM foundation and drive your self-service program to higher levels, plan on joining us in this important conversation.
Director, Support Services Research, TSIA
Publish Date: July 21, 2021
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.