In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

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
 
 
 
documents-icon
Research Report

The Customer Success and Support Services Alliance

This report looks at how CS and support teams work together to drive successful business outcomes and avoid critical escalation mismanagement.

video-icon

Customer Effort Removing Friction Points in your End to End Support Process OD

Learn best practices for deploying CES surveys and common areas of conflict within the support process that can benefit from CES survey feedback.

video-icon

Customer Effort Removing Friction Points in your End to End Support Process

Learn best practices for deploying CES surveys and common areas of conflict within the support process that can benefit from CES survey feedback.

video-icon

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.

documents-icon
White Papers

On-Premise to Cloud

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

video-icon

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.

graphics-icon

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 . . .

documents-icon
Data View

2021 Support Organization Structure

Summary report of the TSIA 2021 Support Organizational Structure Survey.

documents-icon
Research Report

TSIA Self-Service Best Practices

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

video-icon

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.

video-icon

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.

graphics-icon

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 . . .