Remote Services
A Community for Technology and Services teams to navigate the challenges of remote services, workforce management, and scenario planning together
Discussion List
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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… -
What new techniques are being used to develop customer relationships when delivering remotely?This is a question that came out of our interactive member to member session on "extreme remote services." Companies are concerned it will be harder to build personal relationships with cus… -
Is business sentiment changing?Despite the flare ups and second wave concerns in many places I am sensing a general improvement in business sentiment. In our case we are seeing deals that had been stalled for months begin to move … -
How do you maintain employee culture with everyone working remotely?This was the number one question from our business challenge session last week with 40+ member companies: "How do you keep culture building, relationship building events, or get togethers going …
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Delivery of remote certification examsHello, With current situation with Covid-19, the delivery of proctored certification exams to customers or Partners is a real challenge: safety measures, travel restrictions, all trainings delivered … -
Innovative approaches to deploying technology to work-at-home users?Are you seeing any creative service providers offering innovative approaches (packages) to deploying technology to user's working at homes - unique technology; creative use of tools; innovative supp… -
Working session on remote employee wellnessOn August 26th, I will be hosting a 90 minute working session on how companies are improving the wellness of their remote employees. If you are a TSIA interested in joining this session, email me at …
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Are you providing AR/VR tools to customers so they can perform remote services on their environment?We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we h… -
What changes in Services Delivery do you envision persisting long-term?In the post-Covid world most of our professional services delivery has moved to offsite. Do you envision this delivery modality shift to persist long-terml? What are the other big shifts you envisi… -
Are you seeing a significant shift from field delivered services to carry-in/depot services?For business customers, hardware repairs have been historically delivered at their place of business. Given the current pandemic, are your customers shifting to other methods of delivering break/fix…
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How are people applying scenario planning to technology services?The events of the past few months have renewed my interest in formal scenario planning. I found myself and my business less well prepared for Covid 19 than I would have hoped. I have now begun the ha…
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Is a virtual workforce influencing customer NPS scores?I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. … -
Post COVID-19, are you expecting changes to go-forward Services engagement processes?What will the changes be in our industry as we move forward over the next year or more under a "new normal"? -
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?