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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
 
 
 

Research and Webinars

Check out the most recent Support Services resources.


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Research Report

TSIA Self-Service Best Practices

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

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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.

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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 . . .

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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.

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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.

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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.

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White Papers

On-Premise to Cloud

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