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With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.
Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.
From data-driven staffing and reducing cost per incident, to leveraging support resources for expansion and cross-selling, and a whole lot more, we’ve got you covered.
There’s no better time than now to be a TSIA support services member!
What are industry drivers and emerging trends related to customer self-service?
How do companies approach single tier or L1, L2, and L3 support and what does the average model look like?
What are the key metrics that support service organizations should monitor?
What are best practices for managing a knowledge base?
What are best practices for creating and executing customer satisfaction surveys?
What percentage of support incidents originate through which channels (phone, email, chat, the company web site, etc.)?
What are best practices in supporting SaaS offerings?
How do I benchmark my company's service offer management performance versus the industry?
How can we implement technologies/tools/features that proactively notify customers about issues and prevent problems from happening in the first place?
What are examples of dashboards companies create to provide "one stop shopping" for an instant overview of the health of the support organization?
What tools and methodologies are companies using to accurately predict how many support engineers are needed at any given time?
What frameworks can we use to better align our service strategy with the overall company strategy?
What are the types of programs companies put in place to develop skills in their support services staff?
Whether your question is, “What is support services?” or you’re part of a mature support organization looking to transform to provide
next-level customer support, TSIA membership is for you.
TSIA’s Support Services research is backed by over one million data points, and covers topics like self-service trends, support channel mix, best practices for supporting SaaS offerings, CSAT metrics, developing support staff skills, and more.
Unlocking Revenue Growth with Customer Loyalty in Field Services
Get insight and benchmark data on how to implement a comprehensive customer satisfaction and loyalty process to ensure recurring revenue growth.
Enabling the Journey from Reactive to Predictive to Proactive Support
Learn best practices from industry experts on how to move from reactive to predictive to proactive support and improve customer business outcomes.
Emerging Trends in Managing the Customer Lifecycle in Industrial Equipment
Join us as we explore the state of services in industrial equipment and discuss how the pandemic is accelerating digital transformation for OEMs.
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Field Services Workforce Compensation Study 2019 Report (Abridged)
Results of the TSIA 2019 Field Services Workforce Compensation Study.
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.
The State of Support Services: 2020
This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2020.
The Future of Field Services The Impact of COVID 19
Get insight into the future of OEM business models, the role of remote services, workforce management, and key capabilities to succeed post-pandemic.
Slides | Reactive and Predictive and Prescriptive Support Oh My!
Making the move from Reactive to Predictive to Proactive / Prescriptive Support for all support organizations.
Slides | Successfully Partnering with 3rd Parties in Field Services
Discover outsourcing models, performance metrics, operational best practices, and much more.
Support Services | Reactive and Predictive and Prescriptive Support Oh My!
The benefits of moving from Reactive to Predictive to Proactive / Prescriptive Support are huge for all support organizations. Responding to problems . . .
Field Services | Successfully Partnering with 3rd Parties in Field Services
The increase in XaaS revenues, the rise of the business buyer, and industry restructuring are all disrupting the traditional relationship between . . .
Reactive and Predictive and Prescriptive Support Oh My
Learn the benefits of moving from Reactive to Predictive to Proactive / Prescriptive Support in support organizations.
TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
Vice President, Support & Customer Operations
SVP, Global Head of Product Support
Mary Cay Kosten
SVP, Dell Technologies Services Operations
VP of Digital Customer Support & Satisfaction Capabilities
See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.