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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.
Prior to joining TSIA, Dave held various senior leadership roles at basys, a benefits administration software company. In his most recent role as their vice president of customer experience and consulting services, he led basys’ Customer Experience and Software Support/Help Desk teams, collaborating with internal Product Management, Technology, and New Customer Implementation teams to enhance the customer experience by building more in-depth customer-supplier relationships.
Dave was also previously the senior vice president of customer success at ANCILE Solutions. During his time at ANCILE, he led team members in a $56M+ global Customer Success and Support Services organization to deliver software solutions to over 4,600 lifetime customers, including 50 of the Fortune 100 companies, with 20 million end-users.
Throughout his career, Dave has demonstrated an ongoing passion for helping Customer Support organizations transform and achieve industry-leading results. He holds a Bachelor of Sciences from the U.S. Naval Academy and honorably served as a Naval Nuclear Submarine Officer.
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TSIA Self-Service Best Practices
This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.
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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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.
On-Premise to Cloud
This report discusses the role of support in transitioning from on-premise to the clould.
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