TSIA recently conducted a survey of our Support Services members on the use of analytics in their support organizations. 41% of respondents with access to an analytics resource reported that the team conducts advanced analytics. 75% of those members whose analytics team conduct advanced analytics reported that the team has created new capabilities that have significantly improved their support services.Support organizations require immediate access to key data to rise to the challenge of delivering the type of support customers expect. Building loyalty and retaining customers remains a major focus for support, but doing so requires analytics tools and staff. Is your support organization reaping the benefits of analytics usage? Listen to TSIA’s VP Research, Support Services, Judith Platz, as she shares results from the recent TSIA Analytics Usage in Support survey.You’ll learn:• How your peers are structuring their analytics teams• Which staffing models are producing the best results • How support teams are gaining insights above and beyond standard reporting and KPI measurements Judith will also share validated examples of analytics usage in the industry that are driving immensely positive results for support organizations, and most importantly, their customers.Register now!
VP Research, Support Services, TSIA
Publish Date: November 7, 2017
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