Services Delivery & Operations
Support & Field, Professional, Managed Services, and Training
Discussion List
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Software support KPIsHello, as we reach the end of calendar year 2024, a year packed with changes and new trends in the industry, i would like to ask what are for you the most relevant customer support KPIs to take into … -
When tracking time for your PS and support teams what do you consider productive time?Are there any classifications that you consider non-productive effort? How do you drive prioritization for billable work vs support for NPI, pre-sales? Whats a good billable time target to consider? -
Service Delivery & Operations Capability Architecture for SaaS TransformationDear Community, Greetings!. Is there a standard architecture to capture the capability transformation for Service Delivery and Operations in a SaaS transformation?. Let me know. Thanks. -
Partner Engagement Playbook - Rules of Engagement - Partners & Global Professional ServicesOur organization is working on the creation of a Partner Engagement Playbook, and I was interested in any example playbooks that other SaaS tech vendors could share. Also any best practices around th… -
How is TSIA measuring KB average content creation rate?Looking at the the Knowledge Management Maturity model, there was a survey question about average content creation rate per agent. The answer was provided in a percentage but I don't recall the deta…
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E-Commerce & Credit Card DisputesGreetings All, Looking to get a sense of your best practices for handling Credit Card disputes within your E-Commerce business lines. Here are a few specific questions to get things started: What i… -
Frequency of assisted support case surveysHello all - How frequently do you conduct your assisted support case surveys? We have recently standardized from 3 different methodologies that were legacy practices from acquisitions. One system su… -
Pricing Benchmark for Telecom AI ChatbotHi, I would like to know, what is the current pricing benchmark from Vendors for selling Telecom AI chatbots? -
How are you calculating the cost per Case/Incident?We are looking to find the best practice or industry supported way to calculate cost per case. While taking an engineers compensation (Salary, Benefits) and dividing by the cases taken is an individ… -
Best survey mechanism for SaaS IndustryHi all, What is the most common survey mechanism / method or tool of choice suitable for the SaaS industry? I see CSAT, CES and NPS or a hybrid of the mentioned as some common examples Thanks in adva… -
Backlog Reduction StrategiesSpecifically in a data center environment, what techniques have you implemented that led to increased productivity of backlog reduction? If you have anything related to tips/tricks you've found succe… -
What is the industry benchmark to measure the effectiveness/productivity of trainings?We deliver technical trainings to our technicians and we want to measure the actual impact of these trainings. Can you please share what are the industry practices / benchmark to measure the effectiv… -
Effectiveness measure for training?We are looking to find the best practice or industry supported way to calculate cost per case. While taking an engineers compensation (Salary, Benefits) and dividing by the cases taken is an individu…
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Client Satisfaction Survey - A purpose built tool?Hi All! Long time lurker, first-time poster - thanks in advance for your advice. I'm curious to what tool/application you are using to collect client feedback after a Support or Professional Service…
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Value of digital support portal as a component of services offerI'm looking for an industry standard way to establish the value of a digital support (support portal) as a component of a broader services offer. Since offer as a whole, including support delivery, r… -
How do you measure RMA turnaround time?How do you currently measure your turnaround time for repairs or calibration? Here are some different options I have heard about: 1- Clock starts when: you receive the product, customer first reports… -
Morale During Hard Economic TimesDuring hard economic times where layoffs and pause on compensation increases are seen in the industry; what methods do you implement in your teams to keep morale up where there is tension due to an i…Answered ✓ melissa.russell@oracle.com 100 views 3 comments 0 points Most recent by melissa.russell@oracle.com
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What are your key blocks in your learning content development strategy in 2024?Hello Everyone, As the year is unfolding I'm curious to know what are other people's key strategy pillars for content development - whether it's AI, modularization or gamification and how are you thi… -
Training Credits to be used with Services?I know that some of us are having rolled out something like Training Credits / Education Packs or whatever we call it (something where a Client is purchasing a certain amount of dollars he can then l… -
Which tool do you use to deliver remote (VILT) training and what is your experience with it?There are many tools to use when delivering remote training and associated labs. We're interested in hearing different companies experiences. -
Do you have Support Contact limits?Looking for any insight on this question - whether you have something similar or decided against this approach for any reason. Are there any member companies that have a minimum or maximum number of… -
Training NPS benchmarkHi all, wondering if there is a recent study / industry benchmark for NPS scores in Customer Education (ideally by modality and maybe even including regional differences)? -
CSAT, NPS, CES, VES - What are your thoughts?We've heard at past TSIA conference keynote sessions that Net Promoter Score (NPS) is "dead". For Customer Satisfaction (CSAT), TSIA has indicated it is still a viable/reasonable metric to… -
Solution Support - Delivery ModelsHi Team, Support services is evolving and transforming , gone are the days of product support. its more a solution support our customer want. Does anyone have any working model / prototype suggestion… -
Services CatalogI want to develop a catalog of services as a means of standardizing SOWs so that it's clear to all what is being sold and what will be delivered. Are there any templates or forms that you have develo… -
ReportsWhere do you all find sample or templates for reports? Looking for Disaster Recovery Plans, Test results and such -
What Metrics or KPIs do you use to measure your Tier III Support team?We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our &quo… -
Have you integrated Agents calendars across multiple tools?Hi, I'm part of a global support organization and would be very interested to know how you may have looked at synchronizing or integrating calendars from multiple tools? We have a CRM system where ou… -
PROFESSIONAL SERVICES AUTOMATION - RECOMMENDATIONSWe are looking to implementation a full-service PSA platform to bring efficiencies to customer onboarding, project management, resource management, and real time data and analytics. Any recommendati… -
Quality Assurance / Quality Monitoring BenchmarkingHi! For those of you who are conducting quality checks on phone calls, chats, and tickets: How many are you doing each month for each channel? Are your counts based on the agent (e.g. 10 per agent …
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