TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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What does Post-Pandemic Service Delivery professionalism look like?A question from a member, we would love your feedback. Since COVID, have standards changed for professionalism? What does professionalism, including dress code, look like for field tech companies … -
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 Services Delivery & Operations -
Usage of AI in Learning & Development?I wonder if anybody came across numbers showing how many companies use AI in their L&K department? Maybe split into delivery, sales and production of courses? Do we have research around this insi…Alexander Ziegler 94 views 2 comments 0 points Most recent by Maria Manning Chapman Customer Success -
Is anybody tracking learning of their Clients with CLP (Continuous Learning Points)?It seems CLP is an emerging currency for tracking learning - I'm wondering who in this group already has experience. How do you convert hours to CLP? How do you issue the CLPs to your Clients? Any ot…Answered ✓ Alexander Ziegler 135 views 5 comments 1 point Most recent by Beverly van de Velde Customer Success
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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…Answered Jaime Farinos 81 views 3 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations -
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…Alexander Ziegler 96 views 3 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations
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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.Answered ✓ Bill Hor 76 views 2 comments 0 points Most recent by Craig Cason Services Delivery & Operations -
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…Answered Christina Luna 46 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
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)?Answered Joachim Worf 122 views 2 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
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…Neal Hatton 371 views 5 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
What does your company offer as a unified ecosystem / platform for ALL learning assets?Per the subject, I'm exploring how we can package all learning assets from individual components into a unified ecosystem or platform (i.e., unifying the Partner/Customer learning experience). The ma…Beverly van de Velde 150 views 5 comments 0 points Most recent by Beverly van de Velde Technology & Services Strategy -
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…Answered Imran Razack 154 views 2 comments 0 points Most recent by Slava Kovelman Services Delivery & Operations -
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…Answered Rita Jerman 80 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations -
ReportsWhere do you all find sample or templates for reports? Looking for Disaster Recovery Plans, Test results and suchAnswered Scott Bachrach 56 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Do you bundle a flat fee for unlimited training and certification with a "partner company" license?If so, is it just a flat fee (e.g., $20K added for each partner company's license to cover the cost of unlimited training and certification exams)? How do you account for a high volume of partner con…Answered ✓ Beverly van de Velde 141 views 3 comments 0 points Most recent by Lawrence Kaye Revenue Growth
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Cost allocations for internal projects / internal work adviceHello, Any advice or best practices on the issues around PS teams performing non-billable internal work and how to effectively distribute the cost allocations for this? As a PS team we are targeted o… -
Seeking Advice: Building a Successful Coaching Practice from ScratchHello fellow professionals, I'm venturing into the world of coaching and am seeking advice on building a successful coaching practice from scratch. I have a strong background in building and l readin… -
Percent of cases caused by infrastructure incidentsHello, I am wondering if there are any support leaders tracking the % of incidents caused by private/public cloud problems. I am trying to understand what "good" would look like for a matur…Answered Robert McGinness 108 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy
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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…Answered etaylor-beck@relias.com 454 views 4 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations -
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…Answered Liam flynn 63 views 2 comments 0 points Most recent by Liam flynn Services Delivery & Operations -
what do you base service offering pricing on?Since a couple of months, i've been in charge of transforming our product catalog of ICT & connectivity offerings with adjacent (unstructured) services into a service-oriented approach, ultimatel…Answered Stefaan Wuytack 154 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
Success Hub for Digital Customer Success in CommunityWe are beginning our DCS journey, including creating a foundational success hub in our community. I'd love to hear what other success hubs look like? What kind of content do you feature? Is it a sepa… -
Robot Process AutomationHello, I am researching products that are currently being used by organizations to automate repetitive/remedial tasks to free up valuable time for support engineers. Do TSIA community have a favorite…Answered ✓ KellyWilson 237 views 8 comments 0 points Most recent by Allan Grohe Technology & Services Strategy -
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…Lisa James 190 views 2 comments 0 points Most recent by Melissa Pershing Services Delivery & Operations -
Does customer training increase software license contract value and renewals?Looking for data that show customer training increases software license contract value, as well as increases renewals and decreases customer churn. Any recommendations for recent data? -
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 …Answered ✓ Kim Ahmer 108 views 3 comments 1 point Most recent by Kim Ahmer Services Delivery & Operations -
Support Hours or Service Hours or Bucket of Hours in Service ContractsAre these hours essential to be included in the services contracts to handle 'Out of Scope' support items as and when the clients need them ? It is non standard and hard to predict resource needs and…Suresh Kandeeban 87 views 3 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
KM tech stack - articles vs recordingsDear TSIA Members, We are looking for more diverse and inclusive ways to office short knowledgebase recordings instead of articles for to help customers who consume information better this way. Has … -
Service offerings via collaboration with CS and SupportHas anyone collaborated with their Customer Support and Customer Success teams to provide a next-level experience for customers? Currently, our Support team handles break/fix items and how-to questi…etaylor-beck@relias.com 118 views 1 comment 2 points Most recent by Stela Koleva Services Delivery & Operations
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What does your Support Service incentive program look like?I would like to introduce a bonus based incentive program to Support Services. Does anyone use such a program? How is defined? I am currently thinking of including a bonus based on CSAT performanc…Answered Kimberly May 275 views 5 comments 0 points Most recent by Stela Koleva Services Delivery & Operations
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