Service & Delivery
For Questions and Discussions that pertain to Technical Support & Field Support, Professional Services, Managed Services, Services Renewal, Customer Success, Technical training and certification
Discussion List
-
What is the standard range for enterprise support adherence?Some of my members are dealing with increased call volumes. For companies that experience high call times and high average handle times, what is the standard range for enterprise support adherence? -
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. … -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se… -
Any recommendations for push routing solutions with Zendesk?We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Ze… -
Howz your CSM team adapted to being VirtualCSM ?CSM role is relationship-based engagement, would love to hear challenges, impact and ideas on ensuring CSM value is not diluted with 100% virtual customer engagment. -
Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see … -
What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis? -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?
-
What are examples of specific ways COVID-19 has impacted your Services Organization?Are you seeing little to no services impact, improved business opportunities, or negative impact? -
Are Product Analytics Accessible to Customer Success Teams?Does the CS team have influence on the product roadmap to get the needed product analytics to run effective customer engagements? What cross team practices make a difference? -
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… -
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"? -
XaaS Channel Optimization - Prioritizing Partners’ Economic Engineshttps://www.tsia.com/resources/the-state-of-xaas-channel-optimization-2020 What have been some successful strategies your organization has employed to design offers that are "channel first"… -
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… -
Are you converting field service work to depot work in response to COVID-19?Hi Everyone, I'm wondering if anyone has any experience or thoughts on converting existing field service contract work to depot service in light of the pandemic. For example, if you have equipment t… -
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… -
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… -
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? -
Any experiences, challenges, using AR/VR technology for delivery?We generally deliver our service via old-school face-to-face means (including phone). With social distancing, travel restrictions, etc,, we're quickly trying to adopt AR/VR technologies for a richer… -
What is the COVID-19 Impact to your Delivery Operations?Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at: https://www.tsia.com/rapid-research-response. In this communit…
