Tag Archives: TSIA
Embrace the Social Media Tsunami for Customer Service Success
Today’s support executives are awash in an ocean of data. The Technology Services Industry Association (TSIA) members receive, on average, over 51,000 support incidents a month, across phone, email, Web chat, and online incidents, each filled with critical information about products and services. CRM, incident management, and telephony systems track hundreds of metrics—the TSIA Support [...]
Webinar: How Leading Companies Power Customer Service with Insight
The primary currency of customer support is time. When agents, executives and customers don’t have the right information when they need it, resolution time, incidents, cost, and ultimately customer satisfaction, are all negatively impacted. And this is a common problem for many organizations – customer service agents do not have essential customer information and insight [...]
Joint Research with the TSIA – Enterprise Search 2.0 Powered Analytics: Transform Data into Actionable Knowledge
If you needed further evidence that customer support operations are overwhelmed by data, look no further than the joint research paper released today by the Technology Services Industry Association (TSIA) and Coveo entitled, “Enterprise Search 2.0-Powered Analytics: Transforming Data into Actionable Knowledge.” New data revealed within the report includes this eye-opening statistic: TSIA members receive, [...]
