TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Are employees eager to use chat when providing support, or do they resist?For those of you who have introduced Chat support in the last few years, how did your employees react to the introduction of chat (not chat bots) in your company? Were they eager to use it, or were t…Answered Joseph Reifel 34 views 2 comments 5 points Most recent by David Perrault Services Delivery & Operations -
Outcome Based ThinkingWhat are some examples of how you have promoted or adopted "Outcome Based Thinking" in your Services -
What tangible expectations have been changed as "Outside Sellers" have become "Inside Sellers"?The vast majority of our Services salesforce are "outside" sellers -- who are quickly learning the ways of the "internal seller" world. We've been working to rapidly evolve expect… -
XaaS Channel Optimization - Prioritizing Partners’ Economic EnginesWhat have been some successful strategies your organization has employed to design offers that are "channel first" and "partner first"? Specifically ones that included new partner…Answered Christine Sei 42 views 1 comment 1 point Most recent by Meldon Morais Services Delivery & Operations -
How has the shift to a fully remote workforce impacted Service Delivery and Security?What is the impact of Covid-19 to service delivery organization, as workers must work remote from physical NOC? Have there been security implications to providing remote access for workers?Answered ✓ Paul Bohlman 98 views 3 comments 0 points Most recent by StephenSpence Services Delivery & Operations -
What are the top SaaS outage communication best practices?Qlik is transitioning to SaaS first and I am looking for best practices to manage communication to internal and external stakeholders. With COVID-19, communication is becoming a key factor of succes…Answered ✓ Daniel Coullet 245 views 5 comments 0 points Most recent by Melanie Gallo Services Delivery & Operations -
COVID-19 Impacts to Digital Customer ExperienceIn the wake of this pandemic how is your digital customer experience strategy evolving? Revised customer engagement strategies? Enhanced customer community plans? Additional plans or changes to onlin…Answered Christina Luna 102 views 5 comments 3 points Most recent by Tim Lopez Technology & Services Strategy -
What concessions are you making to get renewals done?Hi, everyone. Steve Frost from TSIA. We're currently running a poll that talks about how renewal rates are going, and what you're doing with your policies when customers say their procurement or bud… -
What is the expected post COVID-19 business state for changes made to offers and pricing?Hi Everyone, A crystal ball would be helpful to business planning, right? Without one we can combine all our data and insights to form a collective view of where thing are headed in tech, for exampl…Answered LauraFay 62 views 1 comment 5 points Most recent by David Perrault Technology & Services Strategy -
How are you measuring the impact of COVID on your support delivery?COVID-19 is impacting businesses in infinite different ways. For those of us concerned with how we can provide a great experience and be there from our customers through continued support delivery, h…Answered Justin Nuzum 72 views 3 comments 1 point Most recent by ChrisHolm Services Delivery & Operations -
Are you extending existing contracts to accommodate customers impacted by the Pandemic?In the wake of this crisis, is your organization changing or extending contract dates for service delivery packages?Answered ✓ Courtney Ellis 75 views 2 comments 7 points Most recent by Jeremy DalleTezze Services Delivery & Operations -
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