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Dave Baca

Director, Support Services Research

Dave Baca is the director of support services research for TSIA. In this role, he provides membership and advisory designed to help member companies optimize their Customer Support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes.

Top Support Services Advisory Engagements

  • Transforming Support Organizations
  • Support Services Knowledge Management
  • Support Services Talent
  • Motivating Support Services Teams
  • Building Best-In-Class Support Service Organizations
  • Support Channel Delivery Best Practices
  • Implementing Best-In-Class Voice of the Customer Programs

Incident Lifecycle Management Your Gateway to Achieving Customer Outcomes

Overcome common support challenges related to incident lifecycle management to increase customer satisfaction and value realization.

White Papers

On-Premise to Cloud

This report discusses the role of the support organization in transitioning from on-premise to the cloud.


How to Be an Efficient Support Organization in a Subscriptionbased World

Learn key operational elements necessary for support organizations as they align their journey to achieve the optimal XaaS steady-state end goal.


Self-Service Drivers that Enable Compelling Digital Customer Experience

No Digital Customer Experience strategy is complete without a robust self-service solution. Yet, TSIA sees many companies who are struggling to . . .

Data View

2021 Support Organization Structure

Summary report of the TSIA 2021 Support Organizational Structure Survey.

Research Report

TSIA Self-Service Best Practices

This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.


Using ML-Powered Search to Fuel Customer Self-Service Success

Understand how ML-powered search really works, and how you can make the most of the latest innovations, both today and into the future.


Create an Exceptional Self-Service Customer Experience with Knowledge Management

Get best practice recommendations for knowledge management and self-service performance to take your self-service program to the next level.


Beyond Deflection: How Communities Add Company and Customer Value! (sponsored by

While the big push for communities came in the early 2000’s, many companies have continued to invest in their communities by expanding their initial . . .

Data View

Collaboration Between Education Services and Support Services

Analysis of five key questions that were asked about collaboration between education services and support services organizations.


Bridging the Gap Between Education and Support Services Organizations

Join us to learn how to improve collaboration between Education and Support organizations to enhance customer experience and drive product adoption.


The Layers of Customer Loyalty

Join TSIA’s team of support services research executives as they share benchmark data to provide insights on the three layers of customer loyalty.