General Technology & Services
For cross functional Questions and Discussions pertaining to Product & Services Offer Portfolios, Sales & Revenue Growth, and Service & Delivery
Discussion List
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Fix time SLOs/SLAs - Present and futureHello TSIA community, we deliver software products and of course, as part of the support offer, we have SLOs/SLAs for Response Time ; Resolution and Fix. The Fix time SLOs were defined long ago and h… -
What are best-in-class benchmark for deployment times for XCaaS deployment?Dear Members, Any insights on XCaaS deployment time benchmarks will be helpful. Assuming an enterprise customer with >$5K MRR and multiple US sites: 1) What is the industry benchmark for how long … -
Looking for resources on industry benchmarking for Case Deflection and EscalationI am currently interning in the Value Consulting department at Coveo, and conducting a project on industry benchmark across Support Services. I am on the hunt for data on support metrics (like case… -
Security SLAs/SLOsHello TSIA community, we saw the pandemic accelerating the digital transformation and with this also the concerns related to security on the products have either hosted on-prem or public cloud. Cust…
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Data Retention TimelineHello TSIA Community! From a Support Services/IT perspective, I'm hoping to get some insight into data retention timelines. I think "case" or "ticket" data should be kept for a … -
Job Description for Global Support Business Operations LeaderLooking for Job description for Director, Global Support Business Operations responsible for Quality Training Process Analytics Budget Tools Projects /PMO WFM I could write one up but hoping to lever… -
Support Offers trend for more aggressive SLOs and SLAsHello, as we entered 2021, maybe as a result of the 2020 pandemic, we see our customers requesting more aggressive SLOs/SLAs. We have implemented an already Business Critical offer with response time…
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How to centrally delete data from local machine, which got downloaded from specific siteFor troubleshooting issues, support engineers open a support ticket and download log files to their local machine. How to manage the downloaded files in local machine. i.e. delete those downloaded f… -
What is the official industry definition for Tiered Support Structure?Hello, can any of you point me out if there's any official industry for TIER 1 ; TIER 2 ; TIER 3 in the context of Telco? Although i have found several correct definitions scattered over dozens of pa…
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Does anyone receive or write product requirements that come from the support org?I'm working on creating a set of requirements for product that include supportability (smart error messages, logging for debugging) customer experience (does the product do what it says, do the docs … -
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… -
What do the terms digital competencies or digital skills mean to you?Digital transformation has been a buzzword for the past few years. With it has come interest in 'digital competencies' and 'digital skills' (ask me about the emerging consensus on how these two words… -
Building a modern SaaS Content StrategyI am looking to modernize my company’s approach to knowledge and information management. Today knowledge is aligned with many different departments: product documentation within Engineering, Knowledg… -
SWAG Shop & worldwide DistributionHi, we plan to implement a SWAG shop in 2021. The Shop should give the possibility for our employees, customers an partners to purchase SWAG. Either with payment, vouchers or points they earn with pa… -
Current Trends with Training EnrollmentsAs we continue to navigate this pandemic, I am curious about what others in the Ed Service field see as far as enrollments? Are there any particular trends that you have noticed throughout the year? … -
How can a Quality Specialist perform QAs when they are not an expert on the work?Looking to see how other professional groups handle the following: 'How can a Quality Specialist perform QAs when they are not an expert on the work? For example ... how can I confirm that the agent… -
Post Questions for our August 27th Virtual Summit: Findability, The Search for Enterprise ContentOn August 27th I will be moderating a two-hour virtual summit, "Findability: The Search for Enterprise Content." The focus is knowledge management across the enterprise, and as part of this… -
Does anyone have a referral for a consulting firm that helps with Zuora implementations?Looking for anyone that has had a good experience with an independent consultant or a 3rd party consulting firm in implementing Zuora. Someone in the network is looking for a referral and I would lo… -
Multiple Languages Static & Evolving ContentHowdy Community! My first post :) I work for a Software company that has grown significantly over the last 5 years. We do an outstanding job IMO on Self-Service solutions for our customers (B2B) - … -
How are you handling employee relocation in this remote working post-COVID world?As we start planning for a 'post-COVID world', we are thinking about a more flexible work environment for our team members on a permanent basis. We will be expanding our remote work programs and maki… -
What are your main areas of focus when it comes to digitizing your service supply chain?I have been leading our digitization efforts for a few years and we have made great inroads on advancing ourselves. Balancing the capture of data and achieving and maintaining data quality standards… -
How are you nurturing deep collaboration in a Pandemic world?I hope that some of you have found some sort of magical elixir for what I'll call "deep collaboration" during a Pandemic. For context, I'm the TSIA Collaboration Champion for our company, … -
Technology & Services 50 Q2 2020Do you have a question for me related to the webinar topic below? Please ask your questions here If you did not attend the event and would like to access it on demand, click the link below access the… -
How are you keeping your staff engaged remotely?Hello Community - With all of our Support Engineers working from home around the globe, it is becoming harder and harder to keep everyone feeling engaged and part of the team. Looking for thoughts an… -
Leaders in the live chat and chatbot landscapeFrom a feature set and innovation perspective, who are the key leaders in the live chat and chatbot landscapes? What new features will define these industries over the coming years? -
Employer Supports for Pandemic ParentingMy organization has been quite gracious and extremely flexible with scheduling and extra "coworkers" popping into meetings as many parents abruptly found themselves without childcare. Our H… -
What is the ʺproper protocolʺ for video conferencing?What is the ʺproper protocolʺ for video conferencing? Some say cameras on all the time, some say cameras for speakers only, and some say toggle on/off if you are speaking - do companies allow backgr… -
Loyalty/Rewards Programs in B2BHave you implemented a loyalty or rewards program in a B2B technology company? If so, are there any best practices you can share? -
Are you seeing increase demand for CPQ (Configure, Price, and Quote) solutions?Is Covid-19 recovery likely to accelerate the need for CPQ solutions? If so, what are some specific examples of how you are using them? -
Employee Safety and Chief Safety Officer RoleA member leader asked an interesting question today related to employee safety. How are member companies organizing their plans, strategy, and response to employee safety over the long term? Are you…